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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
• Help Desk Resumes by Role
• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

Service Desk Analyst Resume Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

What do Hiring Managers look for in a Service Desk Analyst Resume

• Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
• Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
• Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
• Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
• Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

• Select the right Service Desk Analyst resume template.
• Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
• Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
• List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Service Desk Analyst position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

• Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

• Write your Service Desk Analyst work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
• Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

• Created mailboxes and managed access delegation for email accounts.
• Provided remote troubleshooting support for software and hardware issues.
• Served as the first point of contact for all IT issues within the organization.
• Sent notifications to relevant entities regarding planned maintenance and incidents.
• Demonstrated knowledge of incident, request, problem, and change management processes.
• Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

• Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
• Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
• Provided face-to-face support for all IT-related hardware and software concerns.
• Attended to service requests promptly and addressed them in a timely manner.
• Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

• Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
• Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
• Supported and troubleshooted end-users with their use of internal applications.
• Identified and escalated situations requiring urgent attention.
• Escalated recurring problems to the Service Desk supervisor.
• Followed up with end-users to provide status updates in accordance with Service Level guidelines.
• Supported the company's content management and file-sharing application.
• Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
• Initiated and completed onboarding and offboarding activities for new hires and departures.
• Provided training on the functionalities and capabilities of file sharing and other internal applications.
• Logged all incidents and requests in the ITSM tool.
• Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
• Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
• Utilized ticketing software such as Zendesk for issue tracking and resolution.
• Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
• Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
• Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
• Supported peers in installing and analyzing applications and tools.
• Executed daily tasks within the ITIL framework.
• Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

• Managed, received, and logged calls via telephone and email.
• Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
• Escalated unresolved calls to other departments, such as Infrastructure.
• Maintained a high degree of customer service for all support queries and adhered to all service management principles.
• Troubleshot network issues.
• Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
• Documented all calls on the call logging system.
• Configured emails and VPN for users.
• Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

• Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
• Engaged directly with end-users via phone, chat, and email to provide technical support.
• Delivered services in multiple languages, including French, Spanish, and English.
• Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
• Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
• Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
• Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
• Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
• Executed commands and monitored system operations to ensure proper functionality and identify errors.
• Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
• Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
• Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
• Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
• Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
• Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
• Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
• Contributed to the development of technical support articles in the knowledge management database.
• Promoted service improvement by creating process and procedure documentation.
• Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
• Proficiently identified and managed InfoSec, risk, and compliance issues.
• Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
• Assisted with major incident management and problem management processes when required.
• Conducted investigations into minor security breaches in accordance with established procedures.
• Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
• Maintained detailed security records and documentation.
• Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
• Administered user accounts and permissions using Active Directory.
• Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
• Provided support for Microsoft Office 2010.
• Administered and troubleshooted Active Directory.
• Installed printers and promptly addressed printer-related issues.
• Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
• Supervised and provided guidance to a team of 13 Service Desk team members.
• Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
• Coordinated the response and communications for priority 1 incidents.
• Implemented a training plan for the Service Desk and conducted training sessions for new team members.
• Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
• Assisted in performance management of underperforming team members.
• Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
• Conducted interviews for vacant Service Desk Analyst positions.
• Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
• Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

• IT Ticketing Systems
• Incident Management
• Problem Solving
• Technical Troubleshooting
• Customer Support
• Remote Desktop Support
• Active Directory Management
• Hardware and Software Diagnosis
• Windows Operating Systems
• Microsoft Office Suite
• Knowledge Base Management
• ITIL (Information Technology Infrastructure Library)
• Service Level Agreements (SLAs)
• User Account Management
• Network Connectivity Troubleshooting
• Email Configuration and Support
• VPN Support
• Printer and Peripheral Troubleshooting
• Mobile Device Support (iOS, Android)
• Password Reset and Account Recovery
• IT Security Awareness
• Hardware Installation and Setup
• Software Installation and Updates
• Remote Assistance Tools
• System and Application Logging
• Virtual Private Networks (VPNs)
• IT Documentation
• Communication Skills
• End-User Training
• Incident Escalation Procedures
• Remote Support Tools (e.g., TeamViewer, Remote Desktop)
• Active Directory User Management
• IT Asset Management
• Network Printer Configuration
• Antivirus Software Support
• Incident Reporting
• Knowledge Base Article Creation
• Patch Management
• Microsoft Exchange Support
• Mobile Device Management (MDM)
• Windows Server Administration
• Firewall Rules and Configuration
• Network Protocols (TCP/IP, DNS, DHCP)
• Troubleshooting Remote Access
• Service Desk Metrics Analysis
• Incident Trend Analysis
• Problem Management
• Root Cause Analysis
• Change Request Management
• IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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• Service Desk Analyst Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Service Desk Analyst Resumes:

• Responding to incoming service requests and incidents via phone, email, chat, or ticketing system to provide technical support to users
• Diagnosing and resolving hardware, software, and network issues for end-users
• Escalating complex issues to higher-level support teams or specialists when necessary
• Tracking and documenting issues and resolutions in a ticketing system, ensuring accurate data entry and detailed notes
• Performing password resets and account unlocks for users across various systems and applications
• Installing, configuring, and updating software applications for end-users
• Providing basic training and guidance to users on how to use hardware and software effectively
• Assisting with the setup and support of audio/visual equipment for meetings and presentations
• Monitoring service desk performance metrics to meet service level agreements (SLAs)
• Contributing to the creation and maintenance of knowledge base articles and self-service resources for users
• Participating in IT projects, such as software rollouts, migrations, or upgrades
• Assisting with the inventory management of IT assets, including tracking and auditing hardware and software licenses

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Service Desk Analyst Resume Example:

• Streamlined the ticketing process by implementing automation rules, reducing the average resolution time by 22% and improving user satisfaction scores by 18% within the first quarter.
• Developed and maintained a comprehensive knowledge base, leading to a 30% decrease in repeat service requests as users were empowered to resolve common issues independently.
• Played a pivotal role in a company-wide software upgrade project, ensuring a smooth transition for over 1,000 users with zero downtime reported during business hours.
• Orchestrated a successful transition to a remote support model, maintaining an average response time of under 2 minutes and a resolution rate of 95% for remote incidents.
• Enhanced service desk performance metrics by implementing a feedback loop with end-users, which contributed to a continuous improvement strategy and a 20% increase in first-call resolution rates.
• Conducted regular training sessions for new hires and existing staff, resulting in a 40% increase in team efficiency and a reduction in escalated tickets by 15% over six months.
• Reduced system downtime by proactively identifying and resolving network issues, achieving a 99.8% system uptime and surpassing the SLA target by 0.3%.
• Initiated and led a quarterly IT asset audit, recovering or reallocating assets worth $50,000 and ensuring 100% compliance with software licensing regulations.
• Collaborated with cross-functional teams to support the rollout of a new CRM system, leading to a 25% improvement in data accuracy and a 10% increase in sales team productivity.
• Technical troubleshooting and problem-solving
• IT service management (ITSM) and ITIL frameworks
• Knowledge of automation tools and scripting
• Customer service and user support
• Incident and request management
• Knowledge base development and maintenance
• Project management and coordination
• Change management
• Remote support and remote desktop tools
• Performance metrics analysis and improvement strategies
• Training and knowledge transfer
• Network administration and monitoring
• Asset management and compliance
• CRM systems expertise
• Communication and interpersonal skills
• Adaptability and flexibility
• Time management and prioritization
• Team collaboration and leadership
• Continuous learning and professional development
• Understanding of cybersecurity principles

Top Skills & Keywords for Service Desk Analyst Resumes:

Hard skills.

• IT Troubleshooting and Problem-Solving
• Technical Support and Customer Service
• Incident Management and Ticketing Systems
• Hardware and Software Installation
• Network Configuration and Troubleshooting
• Remote Desktop Support
• Active Directory and User Account Management
• ITIL Framework Knowledge
• Security Protocols and Data Protection
• Knowledge Base Management
• System Monitoring and Alerting
• Documentation and Reporting

Soft Skills

• Customer Service and Support
• Problem Solving and Troubleshooting
• Communication and Active Listening
• Time Management and Prioritization
• Adaptability and Flexibility
• Technical Aptitude and IT Knowledge
• Attention to Detail and Accuracy
• Empathy and Patience
• Teamwork and Collaboration
• Conflict Resolution and Negotiation
• Critical Thinking and Analytical Skills
• Stress Management and Resilience

Resume Action Verbs for Service Desk Analysts:

• Troubleshooted
• Collaborated
• Implemented
• Coordinated
• Prioritized
• Communicated
• Investigated

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Resume FAQs for Service Desk Analysts:

How long should i make my service desk analyst resume, what is the best way to format a service desk analyst resume, which keywords are important to highlight in a service desk analyst resume, how should i write my resume if i have no experience as a service desk analyst, compare your service desk analyst resume to a job description:.

• Identify opportunities to further tailor your resume to the Service Desk Analyst job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Service Desk Analysts:

It support analyst, desktop support specialist, it helpdesk, it support specialist, it service manager, it support manager, service desk technician, technical support specialist.

• ResumeBuild
• Service Desk

5 Amazing service desk Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service desk: resume samples & writing guide, professional summary, employment history.

• Support IT operations and maintenance
• Follow established service desk protocols
• Document service desk processes and procedures
• Track and escalate unresolved issues
• Develop and maintain IT service catalogs
• Provide technical assistance to end users
• Maintain confidentiality of user data and information
• Manage and resolve IT service requests and incidents

Do you already have a resume? Use our PDF converter and edit your resume.

• Troubleshoot hardware and software issues
• Train users on new IT systems and services
• Develop and maintain knowledge base articles
• Manage and coordinate IT infrastructure projects
• Respond to user queries in a timely manner

Barry Taylor

• Create and maintain user accounts

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service desk Job Descriptions; Explained

If you're applying for an service desk position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk (registrar)

• Maintains the academic record of all students and plans and implements the registration process for classes. 
• Works with other administrators to coordinate times and locations for class meetings and resolve scheduling conflicts. 
• Other responsibilities include keeping records of all college classes and curriculum prerequisites, 
• Assis in determining students’ graduation eligibility.
• Planning commencement activities and preparing information such as honors lists, transcripts and class rankings. 

service desk

• Providing product/services information and resolving any emerging problems that the customer accounts might face with accuracy and efficiency.
• Providing accurate, valid and complete information by using the right methods/tools.
• Following communication procedures, guidelines and policies.
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution.
• Keeping records of customer interactions.
• Provide exemplary customer service to members and prospective members. Give tours and sign up new members, completing contract forms and updating member information using computers. 
• Run daily web join reports and document joins on spreadsheet. Run web joins to check for RFC’s before calling to welcome new members. 
• Enter inventory into system and stock cooler and shelves. 
• Assist members in selecting tanning products  and set up Black Card amenities for members. 
• Completed rounds as required, filling bottles, refilling paper products and taking out trash while visually ensuring cleanliness and safety of the club.
•  Cleaning equipment, windows, vacuuming and cleaning locker rooms as needed. 
• Following scripts as required and making every member feels valued by Planet Fitness. 
• Complete Western Union Money Transfers and Payouts, as well as Money Orders.
• Sell age restricted items to customers and check Identification.
• Complete returns and exchanges of unwanted/bad items.
• Complete Western Union transfers and payouts, as well as money orders.
• Accept all user problems via calls, voice mail and electronic form.
• Respond to escalation requests and notify management as required.
• Follow up to ensure user satisfaction in a highly client-focused environment.
• Function independently during the off-hours 7×24 coverage. 
•  Respond immediately and as needed, ensure that critical issues are handed off to the appropriate 2nd level resource for full resolution.

service desk (registrar) Job Skills

For an service desk (registrar) position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Administration
• Data Backup
• Network Security
• Cloud Computing
• Operating Systems
• Troubleshooting
• System Administration
• Hardware Installation
• Help Desk Support
• System Monitoring
• Software Installation
• Technical Support
• Network Troubleshooting
• Active Directory
• Disaster Recovery
• Network Design
• Data Recovery
• Virtualization
• Cybersecurity
• System Architecture

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service desk (registrar) Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your service desk (registrar) Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Vic Anderson

• TracK and escalatE unresolved issuEs
• TroubleShoot hardwarE and softwarE issuEs
• ManagE and coordinatE IT infrastructurE projectS
• Develp and maintain IT service catalogs
• Trouble shoot hardware and softwear issues
• Creat and maintain user accounts
• Docuement service desk proceses and procedrues
• Supoort IT operations and maintence
• Monitior service desk performace and metrices

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

service desk (registrar) Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk (registrar) position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Intel Hiring Team

I am writing to express my interest in the Lead Service Desk role at Intel. As a Service Desk with 11 years of experience in Information Technology (IT), I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Information Technology (IT), I am excited to apply my skills to this role and contribute to your organization's growth and success.

I appreciate the opportunity to apply for the Lead Service Desk position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

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• • Led a team of 15 IT professionals to deliver high-priority projects while ensuring alignment with strategic objectives, achieving a 20% increase in project delivery efficiency.
• • Designed and implemented a new agile project management process, improving project completion rates by 25% within the first year.
• • Managed IT budgets exceeding $2M, identifying and realizing cost savings of 10% through strategic supplier negotiations and resource optimization.
• • Spearheaded the adoption of DevOps tools, enhancing the software development lifecycle and reducing time-to-market by 30%.
• • Improved system uptime by 99.9% through rigorous performance monitoring and proactive incident management.
• • Collaborated with cross-functional teams to ensure service level agreements compliance, resulting in a 15% improvement in customer satisfaction scores.
• • Managed a diverse team of 10 support technicians providing 24/7 service desk support to a global user base of over 50,000.
• • Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 40%.
• • Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
• • Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
• • Facilitated regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
• • Performed in-depth systems analysis to support application development, contributing to a 15% increase in efficiency.
• • Created detailed reports on system utilization, identifying key trends that informed strategic planning.
• • Coordinated with cross-departmental teams to gather requirements, culminating in the successful revamp of the customer support portal.
• • Implemented system enhancements that improved user satisfaction across the company’s client base by 12%.

5 Service Desk Manager Resume Examples & Guide for 2024

Your service desk manager resume must highlight your leadership experience in IT service management. Showcase your proven track record of effectively overseeing service desk operations and improving customer satisfaction. Demonstrate your ability to design and implement service desk policies that align with industry best practices. Be sure to include specifics, such as key performance indicators (KPIs) you've improved or innovative strategies you've developed to enhance service desk functionality.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service desk manager, articulating your unique blend of technical expertise and leadership skills on a resume can be a daunting challenge. Our comprehensive guide is tailored to help you highlight your achievements and management capabilities effectively, ensuring your resume stands out to potential employers.

• Utilize real-life examples to refine your service desk manager resume;
• Effectively write the experience section of your service desk manager resume, even if you have minimal or no professional experience;
• Incorporate the industry's top 10 essential skills throughout your resume;
• Include your education and certifications to highlight your specific expertise.

If the service desk manager resume isn't the right one for you, take a look at other related guides we have:

• Development Manager Resume Example
• Computer Technician Resume Example
• Statistical Programmer Resume Example
• Database Developer Resume Example
• Sophomore Engineering Resume Example
• Angular Full Stack Developer Resume Example
• IT Support Manager Resume Example
• Assistant IT Manager Resume Example
• Game Developer Resume Example
• QA Tester Resume Example

The ultimate formula for your service desk manager resume format

Our best advice on how to style your service desk manager resume is this - first, take the time to study the job advert requirements.

The resume format you select should ultimately help you better align how your experience matches the specific role.

There are four crucial elements you need to thus take into consideration:

• How you present your experience. If you happen to have plenty of relevant expertise, select the reverse-chronological resume format to organize your experience by dates, starting with the latest.
• Don't go over the top with writing your resume. Instead, stick with a maximum of two-page format to feature what matters most about your profile.
• Headers aren't just for "decoration". The header of your resume helps recruiters allocate your contact details, portfolio, and so much more.
• The PDF format rules. It's the most common practice to submit your service desk manager resume as a PDF so that your resume doesn't lose its layout. However, make sure the read the job well - in some instances, they might require a doc file.

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Mention specific courses or projects that are pertinent to the job you're applying for.

Don't forget to include these six sections on your service desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the service desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Demonstrated experience in managing service desk or IT support teams
• Strong track record in improving service desk operations and customer satisfaction metrics
• Proficiency in IT Service Management (ITSM) tools and platforms, such as ServiceNow or Remedy
• Expertise in implementing and adhering to ITIL best practices within a service desk environment
• Ability to develop and analyze performance reports and implement strategies for service optimization

Quick guide to your service desk manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service desk manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service desk manager experience section, get some ideas from real-world professional resumes:

• Managed a team of 25 service desk agents, providing IT support for over 10,000 corporate users, achieving a 95% satisfaction rate.
• Implemented an ITIL-based framework that improved incident resolution times by 30%, significantly enhancing system uptime and reliability.
• Spearheaded the transition to a remote support model in response to the pandemic, ensuring seamless IT operations during a critical period.
• Developed and executed a strategic plan for the expansion of service desk operations, including the integration of a new ticketing system, successfully reducing average ticket closure time by 20%.
• Led a cultural change initiative aimed at improving team morale and customer service delivery, which saw a 15% increase in employee retention.
• Actively monitored key performance indicators and provided weekly reports to senior management, driving data-driven decisions to optimize service desk performance.
• Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of critical systems for global users.
• Introduced an advanced problem management strategy that decreased recurrent incidents by 40% within a year.
• Negotiated and managed vendor contracts for support tools and services, resulting in a 25% cost reduction while maintaining service quality.
• Oversaw the successful merger of two service desk teams from different companies, integrating processes and staff without disruption to service levels.
• Launched a comprehensive training program that increased first-call resolution rates from 65% to 85%, significantly enhancing customer experience.
• Conducted regular performance reviews and implemented a rewards system that resulted in a 30% improvement in staff productivity.
• Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.
• Managed the IT support for company-wide OS migration, ensuring training and resources were provided, achieving a smooth transition with minimal downtime.
• Implemented regular customer feedback loops to identify areas for service improvement, which led to an iterative enhancement of the IT support process.
• Transformed the service desk into a customer-centric operation, which saw a 20% improvement in customer feedback scores over 18 months.
• Pioneered the use of AI-based ticketing and support systems, which led to a 35% decrease in average response times and a 45% decrease in human error.
• Managed a successful departmental audit that identified process inefficiencies, ultimately streamlining workflows and improving resource allocation.
• Initiated and directed a knowledge management project that resulted in a 40% increase in support staff efficiency by providing faster access to troubleshooting resources.
• Oversaw a successful IT security compliance project, ensuring all service desk activities were aligned with the latest industry standards.
• Championed a cross-department collaboration initiative that enhanced the service desk's ability to handle complex cross-functional support inquiries.
• Led a major incident management team through a critical system outage, effectively coordinating restoration efforts that minimized downtime and business impact.
• Boosted support team agility by incorporating Scrum methodologies, resulting in a 50% improvement in change management processes and deployment speeds.
• Authored and enforced service level agreements (SLAs) with internal and external stakeholders, maintaining an adherence rate of 98% throughout tenure.

Quantifying impact on your resume

• Include the size of the team you managed, showing your leadership and organizational skills.
• List the number of service desk tickets resolved monthly, demonstrating your team's efficiency and effectiveness.
• Detail the percentage reduction of ticket resolution time under your management, showcasing process improvement ability.
• State the customer satisfaction scores before and after process changes, indicating your commitment to customer service.
• Mention the amount of training hours you have provided for staff, highlighting your dedication to team development.
• Quantify the budget managed for service desk operations, emphasizing financial stewardship competence.
• Report on the number of projects completed, revealing your project management skills and successful delivery.
• Specify any increase in service levels or uptime percentage, reflecting your focus on maintaining high service quality.

Action verbs for your service desk manager resume

What if you don't have any experience?

There are two very common scenarios about candidates with less experience. They are either:

• Fresh out of college in search of a service desk manager role
• Transferring over from a completely different field

Both of these types of candidates still have a shot at landing their first job in the industry.

All they need to do about the experience section of their service desk manager resume is:

• Consider their strengths - would the outcomes of their previous roles or niche skill sets impress recruiters? Feature those towards the top of your resume
• Exclude any and all irrelevant experience items - remember that at the end of the day, you're telling a story that aims to align with the ideal candidate for the service desk manager job
• Win recruiters over with personality - perhaps your ambition, dreams, and diligence would make you the perfect fit for the service desk manager role. Dedicate resume space to detail your personality traits by showcasing how they've helped you succeed in past roles
• Tailor your experience to specific job requirements - ensure your service desk manager resume answers the advert in the best way possible.

Recommended reads:

• Perfecting the Education Section on Your Resume
• How to List Expected Graduation Date on Your Resume

List your educational qualifications and certifications in reverse chronological order.

Service Desk Manager resume skills: the essential hard skills and soft skills checklist

Ultimately, your Service Desk Manager resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Service Desk Manager resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your service desk manager resume:

ITIL Framework

Incident Management

Service Desk Software Proficiency

Technical Support

Problem Management

Change Management

Network Administration

SLA Management

Ticketing System Expertise

IT Service Continuity Management

Communication

Problem-Solving

Customer Service

Time Management

Decision-Making

Adaptability

Conflict Resolution

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

Listing your education and certifications on your service desk manager resume

Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:

• Include only higher education degrees with information about the institution and start/end dates
• If you're in the process of obtaining your degree, include your expected graduation date
• Consider leaving off degrees that aren't relevant to the job or industry
• Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment

When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for service desk manager roles, check out the list below.

The top 5 certifications for your service desk manager resume:

• ITIL Service Operation (SO) - AXELOS
• Help Desk Institute Service Center Manager (HDI-SCM) - HDI
• Microsoft Certified Solutions Expert (MCSE) - Microsoft
• Certified Service Desk Manager (CSDM) - Service Desk Institute (SDI)
• Project Management Professional (PMP) - Project Management Institute (PMI)

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• How to List a Major & Minor on Your Resume (with Examples)

Adding a summary or objective to your service desk manager resume

One of the most crucial elements of your professional presentation is your resume's top one-third. This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your service desk manager resume summary or resume objective, make sure to answer precisely why recruiters need to hire you. What is the additional value you'd provide to the company or organization? Now here are examples from real-life service desk manager professionals, whose resumes have helped them land their dream jobs:

Resume summaries for a service desk manager job

• With over 8 years of dedicated service management in the fast-paced tech industry, my expertise lies in streamlining operations, elevating customer satisfaction rates by 30%, and effectively leading robust teams. Mastery of ITIL frameworks and advanced problem-solving skills stands at the forefront of my professional ethos.
• A consummate professional possessing a decade's worth of experience in client-facing roles within the hospitality sector, now seeking to translate that extensive customer service mastery into a service desk managerial capacity, backed by acute understanding of CRM systems and a passion for technological solutions.
• Having transformed user experience through the implementation of strategic service desk protocols, during 5 years helming a dynamic IT team, my focus encompasses reducing response times by 25% and integrating AI-driven support mechanisms, demonstrating my commitment to operational excellence and technological innovation.
• A seasoned educator ready to pivot my 7-year track record of curriculum development and stakeholder management into managing service desk operations, bringing strong communication skills and a sharp analytical acumen to elevate user support services within a technology-driven environment.
• Looking to harness my enthusiasm for customer relations and technology, I aim to delve into the world of service desk management. I'm prepared to bring my quick learning abilities, keen troubleshooting insights, and a fresh perspective to deliver high-quality support and drive service excellence.
• Eager to embark on a career in service desk management, I am committed to developing deep proficiency in IT support services. Leveraging my honed communication skills and recent certification in IT fundamentals, I am poised to cultivate a user-centric support environment and contribute to a culture of continuous improvement.

Four more sections for your service desk manager resume

Your service desk manager resume can be supplemented with other sections to highlight both your personality and efforts in the industry. Use the ones you deem most relevant to your experience (and the role):

• Awards - to celebrate your success;
• Interests - to detail what you're passionate about outside of work (e.g. music, literature, etc.);
• Publications - to show your footprint in the wider community;
• Projects - to pinpoint noteworthy achievements, potentially even outside of work.

Key takeaways

• The format and layout of your service desk manager resume should reflect on both your career and what matters most to the job you're applying for;
• Use the resume summary and objective to hint at your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet you curate adds to your service desk manager application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall service desk manager profile - aligning your personality with skills and results.

Looking to build your own Service Desk Manager resume?

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IT Service Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it service desk job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Assisting with the detection and recording of possible Problems
• Maintaining accurate hardware and software inventory and configuration information
• Escalating the process as necessary per established escalation policies
• Keeping affected business partners informed about progress
• Assisting with the fulfillment of Service Requests
• Monitoring the status and progress towards resolution of assigned Incidents
• Performing Incident investigation diagnosis and resolution
• Supervises team, including having responsibility over hiring, firing, and discipline
• Occasionally works during evening or weekend hours when warranted
• Working knowledge of MS operating systems and applications
• Manage relationship with Tier 3 teams to drive continuous improvement while identifying opportunities for additional Tier 1 involvement in incident resolution
• Ensure Service Desk phones are answered, voicemails and e-mails responded to and physical space staffed during business hours
• Assists with on-boarding of new teammates
• Drives change, fosters team spirit, and builds a winning team
• Demonstrates management basics-planning, organizing, directing, developing and supervising
• Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team
• Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
• Perform occasional “remote hands” support for enterprise Networking, Storage or Systems Admin teams
• Manage on-call rotation for Service Desk teams
• Provides technical support to the organization's internal users of computer applications and hardware
• Align, support, and recognize staff to maintain a high performing team with high morale
• Analyzing Incidents to identify service restoration actions to be taken
• Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
• Provides basic support of telephony and UC systems
• Provides support of conference room audio video equipment

15 IT Service Desk resume templates

Read our complete resume writing guides

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• Associates degree or apprenticeship
• 6-8+ years of experience
• Associate’s degree or equivalent combination of education
• Requires five or more years of service desk related technical and managerial experience

It-service Desk Analyst Resume Examples & Samples

• Communicates and coordinates ticket escalations, updates and outages with IT. Communicates ticket descriptions, updates, ETA’s, resolution explanations and outage notifications with the business
• May be required to perform daily and weekly scheduled procedures for Data Center operations including, but not limited to, routine core systems maintenance, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as iSeries maintenance and monitoring
• Can multi-task in a fast paced office environment
• Can deal with problems involving a few concrete variables in standardized situations as well as problems that are undocumented and fairly complex as technology evolves and new systems implemented
• Minimum 2 years’ experience with PC desktops, networked computer systems, Windows XP & Win 7 operating systems, Active Directory & Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, VPN and iSeries
• Works with 3rd party vendors, remote users and communicates with customers including, at times, top level executives. Solid written and verbal skills are a must
• Minimum 2 years’ experience in computer related field and customer service or equivalent combination of education, experience or on the job training
• Regularly (2/3 or more) sit for prolonged periods; talk; hear audible alarms, voice commands with background noise; use hands and fingers to grip, pinch, handle or feel objects, tools or controls; repetition-using an input device-a keyboard or mouse-in a steady manner; use close vision with or without corrective lens. (clear vision at 20 inches or less); maintain alertness and attentiveness up to 4 hours while working varying hours; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure)
• Frequently (1/3 to 2/3) repeat motions more than twice per minute
• Occasionally (1/3) stoop, kneel, crouch or crawl; use distance vision with or without corrective lens. (clear vision at 20 feet or more); use color vision (ability to identify and distinguish colors); use peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); use depth perception (vision, ability to judge distances and spatial relationships); work in varied light conditions including low or diminished lighting; use their ability to smell
• Frequently (1/3 to 2/3) work in extreme cold (non-weather)

IT Service Desk Analyst Intern Resume Examples & Samples

• Respond to all user inquiries and reported incidents following established Incident Management processes. Troubleshoot computer/application problems, resolve problems whenever possible, and escalate to appropriate team when needed. Ownership of all high priority incidents by escalating to management, communicating status to business, tracking resolution process, and following up with users upon resolution. Complete all required process documentation
• Process user access requests for all new hires, employee transfers, and separations in accordance with all established guidelines. Complete all required documentation associated with user access requests to ensure adherence to all SOX general controls
• Complete low complexity production data repairs following established guidelines and prepared SQL. Work closely with application development and/or senior analyst to analyze data discrepancies and determine corrective actions. Document all changes in accordance with SOX general controls related to production data access
• GPA of 3.3 or above
• Troubleshoot computer/application problems
• Hardware setup and configuration
• Software installation/configuration
• Active Directory user administration

Manager IT Service Desk Resume Examples & Samples

• Managing overall day to day operations of the service desk; supervising service desk staff; hiring and training staff; ensuring adherence to processes and procedures for the service desk
• Monitors customer satisfaction survey results; identifies potential customer service problems and seeks immediate resolutions; provides up-to-date process documentation and communicates project information to staff
• Producing weekly reports, including and service availability, MTTR, as well as root cause data; using data/reports to drive continuous improvement and repair performance and fault rates; creating or assisting in the creation of "After Action" reports for major events that are suitable for customer and executive level review
• Providing routine feedback to service desk staff in the form of KPI's, service level agreements, and help desk best practices; working with systems and network engineers to ensure available network and consistently detect and isolate network and service level outages and impairments
• Establishing and following a planned professional development program
• Demonstrated leadership skills, communication, analytical and problem solving skills, and short term and long term planning skills
• Background in web technologies and enterprise application implementations in a UNIX/Oracle or Windows/SQL environment
• Bachelor's degree or similar work experience
• Extensive knowledge of Help desk operations, procedures and policy creation
• Experience with event management and incident and problem management processes and tools
• Knowledge of ticketing systems, Service Now preferred
• Interpersonal/human relations skills
• Strong interpersonal, organizational and analytical skills
• ITIL, Apple, A+, Net+ certifications a plus

Specialist IT Service Desk Western Europe Resume Examples & Samples

• Assist the Service Desk Manager in all daily operational tasks as listed below and act as a stand-in
• Day to Day monitoring of the external providers service delivery and SLA fulfillment
• Knowledge- and Quality Management between adidas and external service provider
• Point of contact for the Business user community in all IT-related inquiries
• Handling of escalations and interface between Business users, IT-departments and external Service Desk
• Provide a high level of customer service/satisfaction in best in class approach
• Creating and analyzing reports
• Arranging meetings and creating presentations
• Knowledge of common Service Desk processes and best practices
• Non-expert but wide spread knowledge of PC, MAC, Business Applications and IT Infrastructure
• Excellent Communication- and English language skills in verbal and written form
• Strong analytical skill and understanding of reports
• Knowledge in MS Excel and PowerPoint
• Ability to learn and understand complex processes and to manage and interact between different parties
• Willingness to travel and to interact with and in front of international crowds with a healthy self-confidence
• Strong sense of customer and service orientation
• Minimum 2 years of working in a large corporate IT-setting
• Experience working with a wide range of computer technologies and business solutions
• Experience with administrative tasks such as reporting and analysis
• Experiencing in customer service and –communication
• Ideally experience IT-Service Management or IT-Service Desk environments

Team Lead-it Service Desk Resume Examples & Samples

• Bachelor's degree and/or 5 years experience in an IT support and service function
• Candidates must have 3 to 5 years of supervisory experience
• Experience in call center analytics/metrics
• Quality Monitoring experience
• Strong communications skills (verbal and written) along with presentation skills
• Ability to build and maintain business partnerships
• Ability to work with little day to day supervision
• Strong planning skills
• Ability to approach technical challenges from a business perspective
• Familiarity with basic elements of Information Technology infrastructure
• Understanding of PC operating systems and hardware

IT Service Desk Analyst Snei-sd Resume Examples & Samples

• Resolve technical issues with Outlook, Mail, Distribution groups
• Application support for SAP and other business applications
• Mobile device support including Android and iOS
• Use tools like Microsoft SCCM 2012 to distribute software
• Procure Hardware and Software for IT department

IT Service Desk Coordinator Resume Examples & Samples

• Utilizing technical and customer service skills to satisfactorily resolve end-user issues with products and services
• Provide feedback and innovative suggestions for solutions to improve service and to reduce support call volume
• Proactively follow-up with customers and escalate issues as necessary
• Input and update service documentation into the call request system
• To qualify, you must have an Associate’s Degree or better in a computer-related field or equivalent work experience. A+, Network +, MCP, or MCSE a plus. Previous customer service experience is preferred. The ideal candidate will be detail-oriented and will possess excellent troubleshooting and analytical problem solving skills as well as excellent written and verbal communication skills. Must possess knowledge of PC hardware, Windows operating systems, VPN remote access connections, Active Directory, Citrix, and the world-wide web. An understanding of TCP/IP, WINS and DNS is required. VMS/VAX and MS Office support experience is a plus. Ability to type 35-40 wpm
• A positive, flexible and professional team player who thrives in a fast-paced environment will be well-suited to our team

IT Service Desk Analyst With French Resume Examples & Samples

• Accepts and logs authorized calls by phone, web, mail, or other authorized means
• Ensures phone coverage in shift patterns
• Fluent written /spoken English and French

IT Service Desk Agent / Technician Resume Examples & Samples

• Strong technical aptitude
• Willingness to work shifts that start 7am-11am and end 4pm-8pm and can change quarterly
• We do have needs for Spanish speaking technicians/agents. For those fluent in Spanish, please apply to our other online posting or send our Talent Acquisition Business Partner an email at [email protected]

IT Service Desk, Team Lead Resume Examples & Samples

• Very good people management skills, should have experience in previous roles
• Very good communication skills, should have managed services across geographies
• Ability to drive initiatives in the team with creativity and a long term vision
• ITIL understanding, experience of dealing with process improvements
• Having a proven track record
• Good understanding of the Fixed Line Internal IT Infrastructure
• 5+ years IT call center experience a must
• 2+ years’ experience as a lead or manager of a call center
• Experience working in and SLA driven environment
• Works well under pressure and in a fast paced, growing environment
• Seeks solutions independently to solve problems. Works well under minimum supervision and deliver results daily
• Experience leading and motivating a team
• Experience creating, analyzing and presenting performance reports
• Exceptional customer service orientation with strong interpersonal and relationship building skills; the ability to maintain patience in the face of experienced and inexperienced computer users
• Ability to work in a challenging environment producing positive results that demonstrates a high degree of attention to quality, detail, correctness and deadlines in a multi-tasking, priority changing environment
• Excellent computer application skill set including Exchange, Active Directory, Virtualization, Printer troubleshooting, MS Windows, Linux Operating System and MS Office Suite
• Ability to analyze, identify and troubleshoot Window & Linux Operating System, desktop applications, hardware, and infrastructure via the phone and with remote access tools
• Must be able to work with a variety of people and departments, and maintain confidentiality
• Excellent written, organizational skills, verbal and analytical skills are a must
• Understands friendly and helpful customer service is a top priority
• Proactive team player who can work both independently and within a team environment to promote a unified front to our customers
• Experience with ITSM based ticketing system Service-Now, BMC Remedy, JIRA Service Desk, HEAT or other ITIL based call tracking software
• Experience in hiring and building small to mid-sized teams
• Experience in handling a high volume operations teams
• Education: Bachelor’s Degree
• 8+ Years of professional experience
• Desired ITIL Certification
• 2015: 1st to market with competitive benchmarking analytics for publishers

Senior Mgr, IT Service Desk Resume Examples & Samples

• Responsible for oversight and supervision of employees under management and 3rd party service providers critical to the delivery of the Service Desk functions
• Drives continuous improvement and leads transition from business centric service desk function to HCH enterprise model
• Responsible for overseeing the day-to-day operation of the IT Service Desk, which represents initial contact for all users reporting questions, problems or service requests regarding use of technology services
• 5-10 years Service Desk \(or equivalent Operational\) experience and at least 5 years supervisory / manager experience

It-service Desk Specialist With Knowledge of Spanish Resume Examples & Samples

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
• Respond to customer queries
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Organize new computers and other office techniques preparation and installation
• Provide IS/IT induction and assist in IT trainings
• Install computer peripherals for users. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software

It-service Desk Specialist With Knowledge of French Resume Examples & Samples

• Provide all corporate software supports
• Prepare technical documentation and user instructions
• Organize equipment for meetings and end-users, also be responsible for equipment asset

IT Service Desk Team Lead Resume Examples & Samples

• Ability to work in group setting and independently; ability to adjust to changing priorities
• Strong interpersonal and communication skills, both verbal and written
• Fluent in reading, writing and speaking English
• 5 year experience in a similar role and/or a technical support position preferred
• Experience working with computer software including Office 365 preferred
• Experience with building and imaging of PCs is a plus
• Knowledge of Microsoft SharePoint also a plus
• Proven problem solving abilities

IT Service Desk Generalist Resume Examples & Samples

• Handle customer issues via calls or emails recording an incident for each issue
• Consistently uses service management tool to create/update incidents, requests, problems, etc
• Coordination of user administration processes and password resets for all Polo platforms
• Assists in the development of training activities and documentation to operational support processes
• Adheres to all Service Desk processes and procedures
• Contributes articles to knowledge base tool and functionality to support IT Customer Service team in resolving customer issues
• Positive advocate for goals, commitments; and vision of Polo and is able to deploy that vision through the functional areas; knows when to proactively communicate regarding issues and problems that exist in their own functional area
• The candidate must have general knowledge of iSeries, UNIX, Intel and WAN technologies
• Excellent interpersonal skills are required
• Meets individual scorecard requirements for operational performance
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Messages are presented in a logical and well-organized manner. Anticipates the information needs of others. Proven skills in communicating with technical staff, customers and all levels of management. Possesses excellent writing and presentation skills
• Teamwork and cooperation: Takes an active role to help team members accomplish tasks and goals. Takes initiative to resolve conflicts. Documented evidence of ability to facilitate collaboration among multidisciplinary groups
• Building/Managing Relationships: Takes steps to manage how others view them Makes time to meet people and develop mutual understanding
• Flexibility and response to change: Supports and promotes new or evolving procedures and routines. Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment
• Quality of work: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Documented ability to manage projects from planning stages through implementation
• Customer service: Anticipates and takes personal responsibility for customer satisfaction. Consistently goes out of the way to listen, understand, and support the needs of others in a sensitive manner
• Availability: Demonstrates flexibility in meeting unexpected work fluctuations and schedules. Achievement motivation: Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance
• This position description is intended to describe the essential functions, general content, and qualifications of this position. It is not an exhaustive statement of all duties and responsibilities performed in this position. Other duties may be assigned as needed
• Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement. A minimum of two-three years’ experience in a call center/service desk/help. Additional Training/Certification: Help Desk certification preferred. ITIL Foundations certification preferred. Technical certifications such as A+, Security +, MCP, are a plus

IT Service Desk Analyst With German Resume Examples & Samples

• Categorizes and prioritizes all incidents and service requests arriving on the Global Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
• Cooperate with partners located over the whole globe
• Fluent written /spoken English and German

IT Service Desk Analyst With Spanish & Italian Resume Examples & Samples

• Understands service levels and executes tasks accordingly
• Adherence to process and procedures to maintain quality and professionalism
• Innovative and prepared to try different ideas where this could be beneficial to the environment and our clients
• Fluent written /spoken English, Spanish and Italian/ French/ German

Manager, IT Service Desk Resume Examples & Samples

• Supervise a team of individuals responsible for implementing and maintaining Service Desk standards, policies, processes and procedures, aligned with ITIL framework
• Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions. Incident management process will include first level triage and direction to appropriate service lines
• Serve as the escalation point to end-users for desktop support related incidents and requests
• Proactively lead and develop the performance of team members through performance management, calibration, resource review & planning, capability, disciplinary, training & development to meet the needs of the business
• Recommend and implement applicable technologies to effectively manage the client environment in regards to security, anti-virus, image and patch management
• Manage reporting of metrics and Service Level Agreements that effectively measure team, department and vendor performance, and are in line with the needs of the business
• Must be customer focused and will be tasked with continually improving customer satisfaction, which will include managing customer surveys, monitoring service desk interactions, and helping train service desk staff
• Will help determine technology direction around client services including desktop/laptop, mobile devices, and remote access solutions
• Support multi-media, teleconferencing, and conference room technologies
• Responsibilities will include managing and serving multiple remote sites and remote employees
• Four to six years related experience

IT Service Desk Resume Examples & Samples

• Education – BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
• Certifications – (HDI - Help Desk Institute, a professional organization for those working in the IT Service Management industry.)
• Technical Experience: Hands-on and phone-based technical support experience in professional environment
• Customer Service: Phoned-based technical support experience
• Education: Associates earned - Nearing completion of BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
• Certifications: A+, Network+
• Technical Experience: Hands-on technical experience in professional environment
• Customer Service: In-person technical support experience
• Operate and maintain AV equipment for live and recorded events
• Operate audio board and/or video conferencing and streaming or bridging technologies and equipment for presentations and meetings
• Troubleshoot issues remotely and in person
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance
• Works closely with Network and Telecommunication Administrators

IT Service Desk Performance Manager Resume Examples & Samples

• Development and shaping of the design and implementation of a strategic delivery programme to drive excellence in customer experience
• Management and accountability for service partner performance and productivity relative to SLA’s & KPI’s
• Act as point of escalation for all service related issues. Resolves escalated issues in accordance with the governance escalation procedures
• Identification and analysis of key data points to establish trends and along with the formation of insights, and provision of thought leadership and recommendations to drive continuous improvement and influence the right outcome from partners
• Work with our service partners to ensure the availability of the core Head office and Branch Desktop, email and collaboration platforms
• Ensure effective collaboration with internal and external stakeholders to drive consensus, and ensure buy-in for the actions required to mature the effective operational framework and drive continuous improvement across AIB’s ways of working
• Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
• Work closely with Financial Governance to analyse performance outcomes for Vendor Performance Credits/Earn-backs and to reflect impacts of Balanced Scorecard
• Ensure the Service Provider delivers on continuous improvement process and assist in benchmarking service levels. Implementing service improvement plans where service levels are not being met
• Delivering/representing Supplier Performance Metrics to Executive steering committee and other executive leadership groups, providing supporting commentary. Maintains database of outsourcing performance metrics
• Reviewing Service transition plans for introduction of all new technologies and business processes
• Tracking performance issues and corrective measures where implemented, with independent decision making in relation to the vendors and their performance
• Accountable for minimising the operational risk of service delivery to AIB ensuring both direct and partnership approach to service delivery
• Planning and priority setting – getting things done effectively and efficiently - Level 4
• Communication and influencing – genuine two-way communication to achieve consensus and progress - Level 4
• Problem solving and decision making – making timely, quality decisions - Level 4
• Results focus – achieving results resiliently - Level 4
• General Technical - Demonstrable understanding of the influence of ITIL/ISO20000 on IT Service Management practices. Level 4

IT Service Desk Analyst With Italian & English Resume Examples & Samples

• Updates existing incidents and requests records active in the incident management system
• Contagious enthusiasm fueled by a desire to be best in class
• Client focused and biased in pursuit of business goals and objectives

After Hours IT Service Desk Agent Resume Examples & Samples

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• AA degree or technical training preferred or equivalent combination of education and experience
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to type while in involved in a conversation, at least 30 WPM
• Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Active Directory, and Exchange experience preferred
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment

IT Service Desk Phone Agent / Technician Resume Examples & Samples

• Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users
• Oversee and operate the “what” and the “how” the organization delivers against the expectations and defined metrics
• Driving for continuous improvement and different ways of doing things
• Acting as escalation point for customers and major incidents
• Performing overall Account Management activities with IT Managers in remote countries
• Champion Knowledge Management in the organization
• Participating in defining and documenting operational procedures; drafting and maintaining technical content for the knowledge database for use of upstream support teams

Team Lead IT Service Desk Resume Examples & Samples

• Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users. Overseeing and operating the “what” and the “how” the organization delivers against the expectations and defined metrics
• Driving for continuous improvement and different ways of doing things. Acting as escalation point for customers and major incidents
• Performing overall Account Management activities with IT Managers in remote countries. Perfroming Champion Knowledge Management in the organization
• Providing technical guidance on more complex issues, including global project coordination
• Working at least 20% on the morning or night shift for follow the sun model

German Speaking Senior IT Service Desk Analyst Resume Examples & Samples

• Supporting the onboarding of new team members ensuring new team members cover all required trainings and process for properly start providing support
• Defining and shaping how Knowledge Management will work strategically within the organization promoting best practices in Knowledge Management
• Analyzing current and future trends and propose inputs in the resource allocation and workforce planning
• Proposing and implementing improvements actions engaging properly stakeholders in SSC, sites or other teams
• Checking the behavior of the supporting channels* in real time making proper assessment and action plan (*call- and chat volume, incoming emails, incoming IT self service tickets, community postings and escalation received from sites)
• Measuring and assessing the overall performance of SSC in a structured way, collecting and assessing information and feedback from various sources related to services, processes and people by using available/creating new reports (KPI, Operational Reports, Global Employee Survey, End User Satisfaction Survey, Satisfaction Survey of Local IT Sites, etc.)
• Communicating all relevant system/application based outage to relevant end-user and/or IT Function and/or stakeholder following agreed process with impacted country

IT Service Desk Analyst With Italian / French Resume Examples & Samples

• Provides internal and external communication of incident/request status, engaging next level support when required
• Bachelor’s degree or equivalent work experience
• Willingness to learn and focus on results

IT Service Desk Agent Resume Examples & Samples

• The candidate will possess and aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites
• Problemsequests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution ulfillment for each customer in a prompt and efficient manner
• The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines
• This role requires the ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts
• The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested)
• Provide timely assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Effectively document incident management requests and resolution
• Analyze root cause, identify known issues or workarounds, and document resolutions
• Support local and remote employees utilizing standard IT tools
• Troubleshoot and configure laptops and desktops
• Provide support for Microsoft Windows, Office Suite, and other third party applications
• Image, deploy, maintain and upgrade IT systems as assigned
• Proactively identify areas for improvement and present suggestions to IT Management
• Support IT assets and environment using diagrams, run-books and procedural documents
• Assist with maintaining an accurate inventory of hardware and software assets
• Learn new technologies, concepts, and processes as needed or requested by management
• Continued improvement of knowledge and skills
• Perform planned support and maintenance during scheduled windows
• Maintain communication with team members distributed across the country
• Comply with IT service management controls including incident management and change management

IT Service Desk Phone Agent Resume Examples & Samples

Multilingual it service desk positions resume examples & samples.

• Taking ownership and responsibility for problems of client’s technical issues
• Accepting and immediately starting to process, solve or forward Software/Hardware and telephony problems. Having a duty to supply information to the users
• Answering calls offered to Service Desk queues and being responsible for managing the ticket queues
• Analyzing requests and problems and developing solution suggestions
• Maintaining a high level of Quality Customer Service
• Promptly notifying Critical Incident Management of high priority issues after collecting required information for escalation
• Increasing knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process

IT Service Desk Agent With Spanish Resume Examples & Samples

• Provides first level IT Support to multiple clients supported out of Romanian Service Desk. Performs initial level of problem identification and attempts resolution
• Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues
• Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the Service Desk knowledge base
• Develops and maintains knowledge of BMC Remedy (incident tracking system), AIDU and of the Service Desk procedures and business environment
• Fluent in English and Spanish
• Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organizational
• Ability and desire to build additional technical skills
• Ability to interact effectively with others in a team environment
• Ability to work with broad range of experience levels

IT Service Desk Shift Supervisor Resume Examples & Samples

• Supervises activities of the Service Desk Specialist to ensure goals and service level commitments are achieved
• Assures appropriate staff coverage including back-up coverage as needed
• Distributes workload and provides direction to team members to resolve restaurant incidents and problems
• Manages incident shift log, which includes assignment and transitioning of calls to next shift
• Ensures Service Desk Specialists incidents are resolved are accurate and in the agreed upon time frame
• Evaluates open incidents for possible re-prioritization or escalation
• Ensures priority accuracy of ticket assignments. Reviews all urgent priority tickets to ensure proper assignment
• Manages, addresses, researches, targets and initiates resolution of incidents that have missed defined SLAs or have been escalated
• Directly handles some incidents when required due to call volume
• Must be a Power Use of the Remedy tool. Understands and achieves a high level of competence in the Service Desk Agent role
• Monitors staff's performance and coaches for improvement and development
• Orients and trains staff as necessary
• Provides input into staff performance evaluations
• Assists with the implementation of new operational processes and procedures. Ensures Service Desk Agents follow defined processes, procedures and measurements; ensures documentation and procedures are defined to maximize first call resolutions. Reviews existing processes and procedures provides recommendations for improvement
• Identifies and communicates potential problems and issues to the Service Desk Manager and IT Leadership as appropriate. Identifies alternatives and recommends solutions as appropriate
• Creates and updates knowledge for the IT Service Desk knowledge base to ensure that consistent support processes and procedures are properly documented and available to team members
• Consistently enhances skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations
• 3+ years' of experience in a Service Desk / Call Center / Customer Support
• Demonstrated experience in problem solving of computer, networking, and telecom
• Practical experience with information technology infrastructure operations and service management
• Demonstrated ability to meet or exceed Service Desk measurements that drive performance improvements (examples: Speed to answer, abandonment rate, service consistency, etc.)
• Experience with BMC Remedy or equivalent service desk ticketing systems
• BS/BA in MIS, Computer Science or Business
• Supplemented by three (3) years progressively responsible experience in managing Service Desk operations and telecommunications, computer and applications technical support; or an equivalent combination of education, training, and experience
• Experience and demonstrated competency in supervising people, tasks, and service processes
• Demonstrated ability to lead and motivate staff; ability to work in a team oriented environment
• Strong verbal and written communication skills with the ability to interact professionally with a diverse group of people at all levels of the organization
• Strong interpersonal skills with positive team attitude and commitment to customer service and department goals
• Strong analytical skills and ability to identify and track problem trends
• Strong problem-solving, and decision making skills
• Practical experience of process management and continuous improvement methods and techniques
• Good understanding of the Information Technology Infrastructure Library (ITIL) disciplines and the interaction of ITIL and other processes
• Demonstrated ability to take initiative and provide ownership of projects and key deliverables
• Demonstrated ability to handle multiple tasks
• Strong Customer Focus
• Knowledge of restaurant or retail business
• Operational Support and Analysis ITIL Practitioner certificate preferred with ITIL Foundations Certification

Internship IT Service Desk Resume Examples & Samples

• Respond to requests for technical assistance via phone or electronically
• Administer help desk software
• Track and route problems and requests and document resolutions in knowledge base

Supervisor, IT Service Desk Resume Examples & Samples

• Day-to-day operational support
• IT Knowledge Management support
• Escalation for service failures
• Review feedback from users and IT Support teams to find areas of improvement

IT Service Desk Agent f/m Resume Examples & Samples

• Familiar with software installation and application
• Knowledge of basic Networking and Desktop Support (2 year minimum)
• Assist users by troubleshooting and resolving operating system, application, and hardware issues
• Document, track, and monitor problems to ensure a timely resolution
• Ability to react to change appropriately and handle other essential tasks as assigned
• Receive, configure, and deploy end user computing devices using established corporate procedures
• Display a high level of effort and commitment to performing work; perform effectively within the organizational structure, demonstrate trustworthiness and responsible behavior
• Assist with projects typically as a team member. At times, candidate may lead small to medium size projects
• Assume and perform other duties and responsibilities not specifically outlined herein, as requested
• Proactive, energetic, go-getter, willing to learn and adapt new technologies, work under stress, willing to work night shifts and occasional weekends
• Work independently in the absence of supervision
• Technically Proficient
• Detailed Oriented
• Professional Demeanor
• Intuitive Problem Solving

IT Service Desk Intern / Co-op Resume Examples & Samples

• Answer the calls coming to the IT Service Desk station
• Gather pertinent information about problems/requests
• Enter the incident into IT Service Desk Software System
• Strive to resolve a majority of issues over the phone
• Update the IT Service Desk knowledge base to support efficient and effective resolution of frequently raised IT issues
• Escalate open tickets to proper IT Staff for problem resolution
• Follow up with end-users and IT Staff on status
• Provide frequent communications between the end-users and the IT Technology systems staff member
• Maintenance and support for the phone system and voicemail system
• New orders and support for cell phones
• Network, email, vendor management, print queue management, business systems
• Assist in creating new procedures
• Increase first call telephone resolution through standard documentation
• Continuous improvement of communications and IT Service Desk programs
• Maintain all IT documentation Including the IT library and supplemental information
• Work towards best practices and contribute to the “follow-the-sun” Global IT support vision
• Hardware installation, maintenance and support
• Software installation, maintenance and support
• Network maintenance and support
• Ensure effective communication between the Service Desk and appropriate system support teams within the rest of the IT organization, including status reports of projects and/or systems issues
• Candidates must be actively enrolled at an accredited college or university, pursuing a degree in Information Technology, Computer Science or a related field
• Commitment to ongoing training and new system implementation
• Ability to develop effective working relationships with customers, co-workers and Administration
• Ability to make contacts with other departments, requiring tact and judgment to ensure effective support
• Strong English verbal and written communication skills which are geared towards exceptional customer satisfaction
• Proven ability to identify, research, and resolve IT level-1 issues in a timely manner, and quickly escalate non-resolvable issues to the appropriate IT team
• Ability to develop effective working relationships with customers, co-workers and administration

Technical IT Service Desk Analyst Resume Examples & Samples

• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end to end ownership and working with ENGIE resolver groups and third parties where required
• Communicates incident resolution or request fulfilment to the user
• Develop skill set to provide guidance on all supported software and hardware deployed by the organisation
• Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
• Perform remote / onsite desktop support, including installing and upgrading of software and hardware components
• Support the Service Desk Team Leader with the successful take-on of new services
• A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs – 17:30hrs
• The Service Desk Analyst assists the organisation by ensuring incidents and service requests relating to IT services are resolved satisfactorily and in a timely fashion
• Identifying recurring problems that require in-depth attention
• Identifying ways to deliver improved service performance to clients
• Provide day to day service desk support
• Identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible, referring to 2nd and 3rd line support where required, whilst maintaining ownership of the issue through to completion
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures
• Escalate high priority incidents to both internal and external teams, as appropriate
• Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays
• Continually increase the amount of incidents and requests resolved at the first point of contact
• Appropriately apply priority setting and escalation procedures
• Professionally resolve complaints
• Contribute ideas for improvements to the Service Desk Team Leader
• Maintain support documentation of tools that are used by the Service Desk
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to their appropriate problem
• Ensure that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
• Qualification in the field of Information Technology and / or 2 years equivalent work experience
• Good knowledge of a leading IT Service Management Tool
• Strong ability to quickly understand user requirements and issues
• Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels
• Proven experience in a customer facing role

IT Service Desk Analys Resume Examples & Samples

• Deliver to agreed service levels within agreed budgets
• Answer telephones calls from customers within 60 seconds using the correct ENGIE greeting
• Assessing the criticality of each situation by being proactive and asking for as much information as possible to help the caller assess their requirements
• Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management
• Qualification in the field of Information Technology and / or substantial previous work experience
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
• Monitors the quality of live and non-live contacts for each team member
• Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
• Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
• Analyzes regular performance reports and take actions to ensure desired behaviors from team members
• Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
• Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
• Develops training and performance improvement plans for team members
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager
• Position may be required to work various time zones, in support of 24x7x365 support requirements
• Strong problem solving skills and decision-making ability
• Work experience with Microsoft Active Directory Users and Groups Management
• Minimum five years of work experience in IT Service Desk environment with at least 2 years as a team lead

IT Service Desk & Onsite Operations Manager Resume Examples & Samples

• Responsible of Service Desk & Onsite Support deliveries for North America, ensures that agreed targets are met and appropriate qualitative standards achieved
• Responsible for driving performance against the Service Level Agreements (SLA’s) and Key Performance Indicators (KPIs)
• Handle large volume operation of 12,000+ PCs, 5,000+ mobiles, 11,000+ users, 11,000+ tickets
• Manage deployment/collection of all end-point devices via CMDB
• Run managed service operations provided by 3rd party vendor – onsite and remotely
• Develop and implement robust automation & processes to ensure that high quality service is provided to customers
• Improvement of key customer satisfaction metrics, SLA and deliverable
• Continuous improvement: Analyze support Services activities and make recommendations for increased organizational efficiency and effectiveness
• Ensure that regular training are provided to staff to ensure that each member of the team is able to provide the best level of customer support
• Be willing to travel within NA and worldwide about 20%
• At least 7 years of experience of managing team (local and remote) in IT environment
• High interpersonal skills and customer orientation
• ITIL expert in managing service via SLAs and KPIs
• Experience and skill in managing managed service provider to achieve service objectives
• Multicultural orientation and experience with international organization and distributed environment / Locations
• Demonstrate evidence of influencing positive change within IT Customer support environment
• Ability to lead teams effectively both through structured coaching and deliveries
• Thorough knowledge of IT Customer support operations
• Ability to efficiently convey ideas though oral and / or written communication
• Ability to work in a group or independently; good analytical skills, details oriented ability to effectively listen to and resolve customer issues
• High capabilities of data analysis and analysis tools
• A good awareness of software and IT services providers within IT support marketplace
• High technical capabilities with IT infrastructure, knowledge of client, servers, network and telecom
• Proven project management capabilities
• English fluent speech and written

IT Service Desk Reports & Workforce Lead Resume Examples & Samples

• Knowledgeable with IT Service Desk performance metrics
• Microsoft VBA programming
• Proven experience to convert telephony & ITSM tools raw data into meaningful business information
• Highly experienced in writing complex Microsoft Excel functions, VBA codes
• Knowledgeable with statistical analysis

IT Service Desk Administrator Resume Examples & Samples

• Enjoy working with high professional standards to meet high expectations from our customers
• You have just entered the job market
• Technical know-how in infrastructure technology is a definite plus
• Are ready to provide the best solution to client queries
• Carry a positive attitude
• Fluent in Finnish and English Language skills, able to communicate easily with customers both verbally and in writing
• Flexible attitutude and thus prepared to work in shift to provide service to our customers from Monday to Sundy, round the clock
• On the job training
• A competitive salary with possibility to earn a monthly bonus
• Be part of a shift based team
• Very friendly and supportive team members
• Career development opportunities in an International company

Manager of IT Service Desk Resume Examples & Samples

• Supervise the Service Desk support staff by defining and establishing schedules, work assignments, priorities, providing support/direction and dealing with administrative issues as needed
• Gather, analyze, and publish metrics to benchmark the IT Support workload/performance and identify trends in support issues, making recommendations to improve services and support where needed
• Work with the end user community to promote exceptional customer experience, effective response times and provide expert insight into general support issues
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
• Ensure that the helpdesk staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues within defined SLAs
• Ensure that proper escalation paths are followed by the Service Desk, in line with documented procedures
• Maintain documented information and processes, updating as needed
• Maintain a strong working relationships with preferred vendors
• Assist end users, as needed, both in person and over the phone
• Associate's Degree in related field and/or equivalent experience
• 2+ years in a supervisory/management setting
• 5+ years hands-on technical help desk experience
• Knowledge of Microsoft Directory Services (Active Directory) and Communications (Office 365/Exchange)
• Expert at troubleshooting hardware/software
• Ability to create, document and implement efficient processes
• Ability to lead technical projects of moderate complexity
• Performance Management and Coaching skills

IT Service Desk Supervisor Resume Examples & Samples

• Management and/or leadership of personnel engaged in the support and delivery of IT technologies
• Manage Tier 1 Service Desk to pre-defined metrics
• Provide continuous improvement recommendations as a result of metrics management
• Manage knowledge documentation for Tier 1 Analysts
• Skill assessment and training of ITSC Analysts (initial and ongoing)
• Interpret customer survey results and SLA reports and develop corrective actions
• Perform analyst performance reviews with the direction of the Service Desk Manager
• Focus on process improvement and increased efficiencies within the Service Desk
• Review staff utilization reports to efficiently manage Tier 1 agents and develop appropriate staffing for the Tier 1 Service Desk
• Manage all Tier 1 queues - delegate and monitor queue management responsibilities appropriately
• Act as point of escalation for resolution of customer complaints
• Have an open rapport with all Tier 3 managers and business managers in order to be involved in any new technologies that will be supported by Tier 1 agents. Ensure proper training and documentation of new services to be supported
• Excellent customer service skills, including the ability to work with users of all ability levels
• Working knowledge of Windows desktop, MS Office suite (Word, Excel, and Outlook)
• Ability to evaluate team procedures and update where necessary
• Ability to quickly learn proprietary applications that are core to the business and provide expert support
• Patience; have effective interpersonal skills; assertiveness as well as diplomacy and the ability to determine when each is required
• Excellent questioning skills as well as the ability to identify isolate and communicate problems from and to all levels of customer base and staff
• College Degree required. (Preferred MIS; Computer Science; or Business)
• 2-3 years experience working in an environment where service delivery is shared between internal and external providers
• Creates knowledge articles for publication to technical and non-technical personnel
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures

IT Service Desk Analyst Watford Resume Examples & Samples

• Act as the single point of contact for all BrightHouse colleague IT issues
• Recording, managing, co-coordinating and resolving Service Desk Requests and Incidents
• Keeping users notified and informed of Request and Incident status
• Consistently meeting agreed Service Desk quality and performance standards
• Proactively monitoring and maintaining the Service Desk Telephone, Email and SupportWorks queues
• To adhere to Service Desk procedures, highlighting out of date process when necessary
• Undertake deskside support when required to do so
• Maintaining user accounts (password resets, creating/suspension/deletion of accounts, changes)
• Provision and recover IT equipment, maintaining the IT asset register
• Contribute to IT projects as a defined project resource when required to do so
• Contribute towards the IT Service Desk skills matrix and knowledge base
• Ensure essential knowledge and skills levels are maintained in line with the Service Desk Skills Matrix and BrightHouse Learning Management System
• Good verbal communications
• Basic understanding of network architecture
• Basic understanding of Microsoft Operating Systems
• Basic understanding of PC’s
• Basic understanding of Outlook and eMail
• Basic understanding of Word and Excel
• Good awareness of computer technology
• Proactive approach to problem solving
• Previous IT Qualifications to any level advantageous
• ITIL and/or Service Desk Institute qualifications
• Experience of using Supportworks or similar IT Service Management toolset
• Experience of working in a Retail or Financial environment
• Previous Customer Service or Help Desk experience

Summer Intern, IT Service Desk Resume Examples & Samples

• Install and configure software
• Transfer data
• Escalate problems when necessary to the appropriate support level
• Configure laptops and desktops using client management software according to established standards
• Identify and recommend improvements to procedures
• Entry Level knowledge of Intel-based PC hardware and Microsoft Windows Workstation operating systems
• Must be enrolled in an IT related undergraduate degree program for the duration for the internship
• Ability to work as a team player in a fast paced environment, with excellent communication/phone skills
• Ability to carefully follow established procedures
• Comfortable working with all levels of corporate personnel

Agent, IT Service Desk, Muscat Oman Resume Examples & Samples

• Experience of working in the Airport / Airline industry
• Diploma in IT
• Able to work in shifts
• Desktop services
• Customer specific services and solutions (for dedicated support)
• Excellent customer communication skills, both verbal and written, in English and other languages as required

Agent, IT Service Desk Muscat Oman Resume Examples & Samples

• The Service desk agent has the primary responsibility to attempt to resolve the incidents at his/her level and to refer them to the appropriate resolver group while still managing them until resolution
• This function requires working in shifts during nights, weekends and public holidays
• Linux certified system administrator or equivalent
• Min of 1 years of experience in a support role
• Bi-lingual (Arabic & English) preferred
• Product and Service knowledge in one or several of the following areas at beginner level

Lead IT Service Desk Specialist Resume Examples & Samples

• Supervise the IT Service Desk support staff by defining and establishing schedules and priorities in performing day to day activities within the service life cycle
• Provide oversight and support to the Service Desk team in desktop, access provisioning, hardware, software, general support/guidance and compliance
• Produce and enforce quality through the Service Desk team performance
• Training Service Desk staff on operational procedures for catalog of services
• Engage with current vendors and service providers for the IT Service Desk
• Act as customer and IT Service Desk escalation point
• Responsible for documenting the established standards for knowledge management, projects, configurations and standard operational procedures
• Structure internal and external audit requirements in accordance with defined guidelines; perform audit tasks and deliverables as required
• Assist in strategic initiatives through implementation and pressing process into Service Desk team
• Provide customer support through installing, diagnosing, repairing, maintaining, configuring, granting and upgrading systems and hardware
• Make recommendations for the selection of software and hardware products
• Facilitate downtime impact on users through accurate communication, planning of scheduled downtime and quick problem resolution for unscheduled downtime
• Actively participate in the Change Control Board
• Monitor customer survey data
• Create status reports for management on progress of projects, open items and issues
• Perform all job related responsibilities with minimal direction and guidance
• Participate in 24/7 on-call program
• Knowledge of IT Service Management and Service Desk toolsets
• Excellent collaboration skills and able to work in a team environment
• Knowledge of the ITIL disciplines
• High school diploma is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
• Minimum 7 years of experience in a Service Desk or Desktop support environment

Pepp IT Service Desk Internship Summer Resume Examples & Samples

• Pursuing a degree in an Information Technology discipline
• Experience with PC Hardware and internal components
• Strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations
• The ability to translate technical terms into layman's terms
• Demonstrated problem solving abilities
• Must have strong customer service and time management skills
• Perform Day-to-Day support interacting with users, resolving technical problems in a service desk environment using remote support tools or in-person
• Document issues, solutions as well as time spent using internal incident tracking system
• Installs computer hardware, personal computer software, and operating system software for remote office employees
• Configure and test computer hardware, networking software and operating system software
• Coordinate the resolution of problems and issues with the appropriate vendors and internal staff
• May audit information technology (IT) platforms and operating procedures in accordance with established standards for efficiency, accuracy, security and risk mitigation
• Maintains smooth operation of multi-user computer systems, including coordination with IT technical specialists, network and/or system engineers
• May make recommendations to purchase hardware and software, coordinate installation. Investigates information, network, and communications needs of users
• Bachelors degree or 2-4 years IT support experience, or combination IT customer service experience and/or training
• Certifications preferred: MCP, MCSA, A+, Network+, ITIL Foundations
• Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment
• Must be great communicators and be able to translate their technical knowledge into actionable direction
• Must also be resourceful in how to research a problem and come up with a solution
• Skills to support Windows Client Operating Systems, General software installation and troubleshooting, Internet Explorer and integrated applications, PC Hardware, PC Peripherals, mobile device setup and troubleshooting, Active Directory/Profiles troubleshooting, Exchange, ActiveSync, Antivirus, Encryption, Citrix, CRM, Microsoft Office Software, General Office Productivity software, printer setup and troubleshooting, network and basic telephony (VoIP)
• Basic understanding of the various hardware, software and networking systems being supported
• Basic understanding of ITIL/ITSM methodology
• 2 years' experience using an Incident tracking system such as Remedy, ServiceNow, ZenDesk, etc
• “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business
• Provide 1st level, remote support to all 4,000+ employees. Know when to escalate to localized End User Support teams as needed
• Manage one of 7 localized End User Support teams. Develop strong relationships with your peers (other EUS managers) and work collaboratively with them to ensure consistent delivery of solutions throughout the enterprise
• Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence
• Maintain and manage local hardware inventories to ensure ability to respond to user needs in a timely manner
• Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams
• Build amazing professional relationships with key internal stakeholders. Become an extension of their teams
• Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation
• Communicate, Communicate, Communicate. Up, Down and Out
• Computer maintenance and issuance
• Monitoring patch levels of local and remote machines
• Facilitating employee workstation moves
• Updating all asset management systems, and formally documenting all problem tickets per a predefined, standardized process
• Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation
• Trouble-shoot, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve
• Provide feedback and updates to customers (and other appropriate Teammates) through to resolution of such issues
• Appropriately tracks customer or other Service Desk operational issues and follows up as needed
• Ensures appropriate level of engagement from the Service Desk with Major Incident and Problem processes
• Tracks and maintains aging open incidents for the Service Desk
• Identifies resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary
• Manages Service Desk coverage and makes changes as needed to shift hours, staffing etc
• Participates in rotational Supervisor on-call coverage for weekends and holidays
• Reviews performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions
• Offers feedback with performance appraisals and compensation for Service Desk Professionals/Specialists
• Ensures appropriate functionality and coverage with respect to the Service Desk ACD/Telecom system
• Manage through change in a positive and constructive manner
• Demonstrated commitment and adherence to all DaVita core values
• A demonstrated positive attitude and approachability is expected
• College Education (2 year) or equivalent job experience
• Proficient with MS Office applications
• 2 plus years of Customer Service experience in a support environment
• Excellent oral and written communication skills with the ability to communicate technical information to non-technical personnel
• 1 year previous experience in the Information Technology field
• Demonstrated ability to establish priorities, set objectives and meet them with minimal supervision
• Demonstrated ability to analyze complex problems, use problem-solving skills to resolve them, request assistance and work with outside groups when appropriate to see the problem
• Advanced interpersonal skills
• Requires working knowledge and/or good theoretical knowledge of Service Desk escalation procedures
• Ability to identify, document and adjust processes and process flows to provide customer service to the Village
• Ability to travel up to 10%

IT Service Desk Knowledge Resume Examples & Samples

• Create, maintain, and support the IT Service Desk knowledge management process
• Strive for continuous improvement of the knowledge management process and its integration with other IT Service Management processes, such as incident, problem and change management
• Design and teach new hire training, and continuous improvement training for all Service Desk team members
• Be an active member of the change, knowledge, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
• Maintain and improve the IT Service Desk Knowledgebase in partnership with other IT Teams
• Provide on call escalation support as part of an On Call Rotation
• Monitor call statistics daily
• Identify, document and implement process improvement suggestions
• Polite, friendly, and empathetic presence
• Expertise in conflict resolution and emotional intelligence
• Exceptional problem solving skills and technical skills
• Excellent verbal and written communications skills
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology
• Analytical thinker involving problem resolution and process/policy development
• Exceptional interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts
• Extensive knowledge of information systems principles and techniques, and good analytical ability
• General knowledge of Active Directory, User Accounts, Groups, and OUs
• Experience in supporting and troubleshooting a variety of computer related equipment and peripherals
• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint)
• General knowledge of Microsoft Systems Center Configuration Manager (SCCM)
• At least 5 years job-related work experience required
• Excellent project management skills required with a minimum of 2 years project management experience preferred

IT Service Desk Change & Project Process Coordin Resume Examples & Samples

• Make sure the Service Desk is prepared for all changes to our end-users environment
• Be a resource for all IT projects to ensure the Service Desk and our users are prepared for changes to the environment from new tools and processes
• Work with all IT departments to ensure the success of our project roll outs
• Strive for continuous improvement of the change and project management process and its integration with other IT Service Management processes, such as incident, problem and knowledge management
• Assist with new hire training, and continuous improvement training for all Service Desk team members
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
• Stay abreast of trends in Service Desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
• Monitors the Service Desk report tracking system and monitor outstanding or critical issues
• Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards
• Provide first line escalation point for customer issues or concerns
• Provide Service Desk SLA Monitoring and Reporting to Service Desk leadership on established schedule
• Provide updates to Service Desk leadership on daily and weekly accomplishments
• Provide feedback to other IT teams on lessons learned from areas impacting the Service Desk
• Clear, confident, and calming voice
• Have a questioning attitude until user’s issues are understood
• Ability to think and act quickly
• Detailed oriented and thorough follow-up
• Professional and polished appearance
• Ability to work with business people in a collaborative application design and development environment
• One on One and small group teaching skills
• Technical aptitude with working knowledge of fundamental operations of Windows software, clinical software, PC, laptop and server hardware and related IT equipment such as printers, wireless devices, and scanners
• Knowledge and understanding of Bob Evans Farms complex IS systems, how they work together to provide services to our users
• Time management and multi-tasking skills
• General knowledge of how Bob Evans Farms systems work together, how our users interface with those systems, and the IT departments that support them
• Ability to manage relationships, conflicts and communication with a high-level of proficiency
• In-depth knowledge of LAN connectivity, hardware maintenance, software operation, and desktop operating system setup
• In depth understanding of communications protocols and advanced hardware
• Bachelor’s degree in computer science or a related field or equivalent experience
• ITIL certification (preferred)
• Strong skills in use of PC desktop applications such as MS Word, Excel, PowerPoint, and Project

IT Service Desk, Technical Specialist Resume Examples & Samples

• Fields and resolves telephone calls, chat and online portal questions from users seeking guidance
• Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact Resolution, and Case Quality
• Receives, documents and tracks Incidents and Service Requests in the ITSM solution
• Assures timely response to questions and requests
• Provide Subject Matter Expertise on all ITSD tools, such as the ITSM, Knowledge Management, and ACD
• Provides Tier 1 and Tier 1.5 level technical support to assist users questions/issues including those regarding hardware, software, access management, process and procedure, and telecomm
• Pushes software packages and install drivers utilizing approved tools
• Provides internal Subject Matter Expert and escalation point for all biomedical, chapter, corporate technical, process and training issues. Performs as first escalation POC within Service Desk for process and technical questions
• Adheres to and maintains high levels of expertise in all support processes, procedures, and expectations established by management to meet the highest level of customer care
• Meets or exceeds all Service Level Targets
• Assists or takes lead assignment on projects oriented towards the development or the educational advancement of IT Service Desk staff
• Performs as technical evaluator for PSP’s and Knowledge Articles
• Available to work on-call hours as needed
• Ability to follow outlined processes and procedures
• Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
• Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
• Ability to follow verbal and written instructions
• Ability to recognize errors and correct to meet organizational standards
• Ability to troubleshoot problems and work with other groups to find solutions
• Bachelor’s degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree
• Five or more years of experience in Customer or Computer Support, or its equivalent, required
• Requires a minimum of three years of progressively responsible management experience
• Requires knowledge of industry standard KPI’s as they relate to the Service Desk
• HDI Support Specialist, Manager and Director and ITIL certifications a plus
• Ability to lead and supervise others, both in person and remote
• Ability to manage and write processes and procedures surrounding best practices
• Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements
• Ability to follow and communicate verbal and written instructions

IT Service Desk Engineer Resume Examples & Samples

• Install end user equipment, software and telecommunications systems
• Be the hands, eyes and feet on-site to support USA based Server Engineering and Network Teams
• Coordinate and manage APAC IT Vendors Activities
• Manage APAC Region IT Purchasing
• Act as Tier1 support for Email System issues during APAC Time Zone
• Provide guidance, assistance, coordination and follow-up on client questions and problems
• Follow standard helpdesk procedures, logging all helpdesk interactions and administering helpdesk software
• Track and route problems, requests and document resolutions
• Assistance with planning and implementing IT projects, i.e. Office Relocation, New Office Build-outs, Network and passive infrastructure upgrades
• At least 2 years of experience in a IT support position, preferably in a worldwide company supporting remote offices
• Fluent spoken and written Filipino and English
• Working knowledge of Microsoft client O/S (specifically Windows 7 & Windows 8) in an Active Directory distributed environment
• Working knowledge of managing Microsoft Server O/S (2008/2012)
• Working knowledge of managing Microsoft Office 365
• Experience with relevant software, hardware and end user peripherals
• Working knowledge of Networking, Ethernet and TCP-IP protocols
• Knowledge of relevant call tracking applications (SalesForce preferable)
• Knowledge and experience of customer service practices & ITIL
• Experience with Exchange and BES administration
• Experience with AD GPOs
• Microsoft certification or other relevant certifications
• Experience with MAC
• Experience with VMware ESX, Building new VMs, Allocating resources and more
• Experience with IP Telephony systems (Microsoft Lync preferable)
• Experience with IIS & SQL
• Experience with imaging tools such as SCCM
• Experience with deployment of passive /active networking equipment

IT Service Desk-team Lead Resume Examples & Samples

• Ownership of calls within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary
• Work with Senior Support Analyst to review daily SLA reporting and ensure calls are progressed accordingly
• Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
• Maintain accurate and up to date information for live support issues, Information Security, IT asset information and the administering of user profiles wherever appropriate/practical
• Internal auditing of IT Accounts for all employees within the company. Working directly with information provided by HR/Business and securing/modifying related accounts
• Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally
• Participate in On Call duties on a rota basis with the Global Service Desk team
• Minimum 2 years experience in similar support environment
• Possess professional IT qualifications is preferred
• Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills

IT Service Desk Apprentice Resume Examples & Samples

• Full advanced apprenticeship (NVQ Level 3) training in conjunction with QA Apprenticeships, including vocational and technical certificate courses
• A very broad range of experience in IT support for the institution's research, teaching and support services
• A supportive working environment and mentoring scheme
• Involvement with world-leading research activity

IT Service Desk Member Resume Examples & Samples

• Providing first call resolutions to the customer over the telephone or using remote desktop support tools to provide remote assistance
• Supporting Windows and Mac desktop systems, on the unclassified and classified networks
• Installing, configuring and troubleshooting desktop, or mobile devices, workstations, software and network issues including, wireless and role-based access control in a heterogeneous environment
• Communicating technical information to both technical and non-technical personnel
• Practicing Information Architecture processes and standards
• Providing exceptional customer service skills with a customer friendly attitude, responding in a timely manner to customers regarding IT incidents and requests
• Utilizing the ticketing system to log incidents/requests by providing detailed information
• Identifying service calls that require escalation, utilize the Escalation Model appropriately, and route the user issue to the appropriate IT support group for resolution
• Assisting the Service Desk Supervisor, Service Desk Manager, and Incident Manager with projects, data requests, and coordinated triage of Major Incidents
• Experience with Software and Applications Engineering (SAE) services such as Oracle Business suites which includes, concur, time and labor, I-procurement, worker self-service, OBI dashboard etc
• Familiarity with Active Directory and other ADBI business applications
• Knowledge of wireless connectivity and VPN
• HTML experience
• Knowledge with TPET
• Knowledge in group policy and active directory administration
• Working knowledge of Laptops on Foreign Travel (LoFT)
• Knowledge with system backups and using TSM
• Experiencing with assigning and manage IP address in hostmaster
• Knowledge with CPAT scans
• Active Q clearance

IT Service Desk Represenative Resume Examples & Samples

• High volume IT Service Desk experience
• Strong verbal customer service skills
• Desktop and/or network support experience
• Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk
• Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system. Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool
• Provides a high quality customer service experience to all customers and coworkers

IT Service Desk Director Resume Examples & Samples

• BS degree in Computer Science or other related fields with minimum of ten years of experience in IT Operations/Call Center 24 hours environment and Lean or 6Sigma certifications preferable
• Have a proven record of accomplishment of delivering results while dealing with ambiguity and organizational complexity. Demonstrate experience in managing both complex issues
• Demonstrate the ability in inspiring, motivating, growing the team to achieve high team engagement, efficiency, and quality at all times
• Strong communication skills. Be able to influence executive teams and other organizations on decisions. Proven collaboration skills with other groups
• Ability to recognize areas of improvement and put together an action plan
• Minimum 10 years of work experience in IT Service Desk or Technical Support environment with at least 5 years as an IT Service Desk Manager
• To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite
• Quickly identify and resolve incidents with all of Dyson’s end user computing services including Desktops/Laptops, printing, phones, conferencing, mobile services, and corporate software support (email, remote access solution, Microsoft office etc.)
• Manage and complete standard change requests’ including PC/Laptop builds, new user configuration, and software installations
• Contribute to the knowledgebase for the service – writing new articles and updating existing ones to ensure maximum resolution efficiency of incidents and changes
• Contribute to asset management activities including auditing, proactive resolution of audit issues, inventory management, and asset tagging
• Hardware support and problem resolution of primarily Dell desktop PC’s and laptops
• IT project support and implementation of end user computing projects (e.g. Windows version upgrades, hardware refresh activities)
• Assist in the service take on process as projects are handed over to the service desk for on-going support
• Participate in problem management activities regarding the end user computing environment
• Processes and Work Instructions: Contribute updates and improvements to key service desk documentation and training material
• Any other duties as required for the service
• Required to record, log and progress user requests

Team Lead, IT Service Desk Resume Examples & Samples

• Act as a primary escalation point for service desk staff and provide guidance to staff prior to escalation of service outages
• Act as a technical lead contact for West provided hardware and software in the environment
• Work in a mentor capacity to assist, improve and implement process improvements for service desk staff
• Work in a team lead capacity to provide guidance to service desk staff and manage the operational support of the service desk
• Represents Service Desk in a professional and businesslike manner and communicates effectively with end users and IT support staff
• Provide effective technical guidance and constructive feedback to service desk staff on service related issues
• Provide end user support activities to address incidents, service requests, and problems in the environment
• Perform after-hours support on a rotational basis and available for escalations/service outages as needed
• Monitor Service desk support queue to verify incidents, service requests, and related activities are being processed in accordance with service level agreement
• Proven ability to draft, edit, and review documentation as it pertains to FAQ’s, SOI’s, Support guides, and Service Descriptions
• Ensure team members delivering IT services follow procedures, adhere to standards and complete related support activities
• Understand West technologies and able to understand and manage lifecycle of West software and Hardware
• Vendor Management experience dealing with service related issues
• Mentoring of end user services team
• Basic working knowledge of VoIP technology, Mobile Devices, Audio conferencing, Video conferencing
• Experience supporting and managing Mobile Device Management
• Active Directory Account administration
• Administration and Support of MS Office productivity services
• IT Hardware roadmap and supporting the lifecycle of products
• Education or Equivalent Experience: Bachelor's in Information Sciences or related field
• Experience administrating and supporting Office 365 and other Microsoft Services
• Experience working in a service desk environment: 5-8 years of experience
• ITIL V3 Foundations Certification
• Experience working in a global service desk environment
• Vendor Management Experience
• Experience working in a team lead/Team Lead capacity
• Audio Video support experience

Specialist, IT Service Desk Resume Examples & Samples

• Maintain a problem and solutions log
• Emulate or reproduce technical problems encountered
• Triage, diagnose, escalate and resolve incidents
• Consult documents to implement solutions
• Contributions to Knowledge Management system
• Minimum 1+ years customer service experience (in any industry)
• Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint
• Type approximately 35 words per minute with accuracy
• Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively
• Associate degree (or higher) in a technical discipline, IT industry recognized certification or significant relevant work history required

IT Service Desk Associate With Italian Resume Examples & Samples

• Fluent in English and Italian
• Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organisational- Bachelor degree in a related field or equivalent work experience
• Technical expertise in the following: Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, Hardware, Microsoft Outlook client and OWA
• Aptitude to manage many tasks simultaneously
• Associates Degree or Undergraduate degree recommended but not required
• Entry level to 2 years of experience
• Low to Medium complexity applications
• Desktop hardware and software support
• Ability to speak, read, write and comprehend English
• Ability to communicate effectively in both writing and verbal arenas as well as via email
• Ability to work independently without supervision

IT Service Desk Senior Analyst Resume Examples & Samples

• Responsible for local site staff, following documented process
• Conduct monthly call quality for all Service Desk staff members
• Implement and maintain documentation and knowledge articles
• Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
• Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
• ITIL foundation qualified
• BTO (HP Service Manager 9) knowledge
• Understanding of MOD, Police and Service Desk processes
• Current SC clearance

IT Service Desk Tier Resume Examples & Samples

• Provide tier Isupport for all hardware/software services via telephone, e-mail, and walk-ins in a courteous and professional manner. Route and/or escalate more complex requests to appropriate Tier U support technician
• Provide telecom services for adds/changes/deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-mail. Assist users in changing passwords and train users on v-mai l access/usage
• Research hardware/software problems for end users by applying standard procedures and best practices. Ensure
• Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization
• Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Monitor and coordinate SPAM control process. Evaluate SPAM email for validity allowing appropriate emails to pass
• Train new users on computer software and hardware tools via the phone
• BNBS in Information Systems or related area required
• Desired Language: Fluent in Spanish
• 1-2 years plus technical phone support experience
• 1-2 years experience with voice services
• L-2 years experience with SPAM control and anti-virus tools
• Experience train ing users on basic software and hardware functions via phone
• Exceptional customer service orientation and written and verbal communication skills
• Knowledge of computer hardware. including I ntel based desktops, laptops, and servers
• E>rperience with desktop operating systems. including Exchange, Outlook and Windows Office products
• Support experience with PDAs
• Exceptional interpersonal skills. with a focus on rapport-building, listening, and questioning sk ills
• Experience working in a team-oriented. collaborative environment
• A+ Certification a plus
• Abil ity to share after-hours on call duties with other technicians
• Ability to work flexible shifts including nights and weekends

Accenture IT Service Desk Specialist Resume Examples & Samples

• Participate in hiring events ensuring good caliber resources with right attitude are recruited for the organization
• Ensure maintenance of quality documents as per guidelines under Accenture delivery methods
• Expected to assist with taking customer calls/emails (interactions) during high call volume
• Ensures communication of necessary policies, procedures, standards and processes
• Good people management skills and feedback giving skills
• Good client relations skills
• Excellent communication skills, with neutral accent
• Excellent written communication skills with email etiquettes
• Good problem solving and analytical skills with good knowledge on MS Excel reporting and MS PPT presentations
• Self-motivated and capability to motivate teams/ colleagues
• Fundamental Technical know-how on system trouble shooting
• Good knowledge of incident management and reporting tools
• Represents process in various meetings if asked to do so
• Face internal and external quality audits
• Execute delegated responsibility and report to domain lead
• Ensure delivery of best in class customer service
• Ensure Service Now incidents and requests are created and thoroughly documented
• Create Knowledge Base articles as appropriate
• Enter and follow up on purchase orders
• Participate in the phone queue, minimum 25% of the time
• Advance analytical and problem solving skills: Solve problems on Windows and Macintosh platforms. Developing centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations, including Remote Management Tools. Applying business/technical support concepts to support Tier 3 (highest-level) technical support
• Advance printer management skills
• Advanced desktop management technologies, including detailed understanding and PC proficiency, Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office, Windows 7, Windows 10, MS Exchange and Active Directory
• Excellent verbal and written communication skills with demonstrated ability to effectively communicate with staff and clients of various technical levels of the organization
• Experience with remote desktop tools, and ticketing systems. Ability to use online resources including knowledge based articles and forums for troubleshooting
• Experience with Mac OS X support
• Broad knowledge of IT hardware, software and systems
• BS/BA in Computer Science, Business Administration or related field or the equivalent industry experience
• 5 years of IT work experience in supporting desktop software and hardware products and problems solving/troubleshooting
• 8 years related experience preferred (either Service/Support Desk, Help Desk, Network Operations, etc)
• Minimum 5 year experience supervising Support Services / Desktop team

Level IT Service Desk Resume Examples & Samples

• Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services. Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base). Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues
• Utilize the call tracking tool and database to record call details and to track troubleshooting progress. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. Route unresolved incidents to the correct upper level support group for resolution
• Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent
• Apple hardware and software
• Associates or Bachelors Degree, preferable in MIS/CIS or similar major
• Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills
• Excellent oral, written and customer service/interface skills
• Account requests
• Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.)
• VPN Connectivity
• Windows Environment
• Blackberry and iOS devices support
• Hardware such as Laptops, Desktops, Peripherals, etc
• Ensures that Emerson IT Shared Service's Service Level Expectations are maintained
• Provides users with updates as requested and documents them in the service ticket
• Based on routing documents, routes and/or escalates more complex requests to the appropriate support work group providing case documentation and significant information regarding performed steps
• Provide six IT Service Desk analysts who are proficient (level 2) in providing phone support Microsoft Windows 10, & Office 2016 for countywide rollout
• Expectation for each analysts is able to provide support based on their troubleshooting, and deduction skills and strong knowledge of the Microsoft technologies
• Must have experience with ITIL Incident Management, Service Management, and Knowledge Management processes
• Ability to meet business requirements and service level targets per Hennepin County customer agreements
• Provide the appropriate technical skillsets to resolve and help customers to adapt to the new technologies
• Demonstrate a high level of customer focused skills to insure a positive experience for all customers
• Three years previous IT Service Desk performing at a proficient level of experience in an IT Service Desk environment
• Strong active listening skills
• Strong customer focus and very personable
• Proven troubleshooting and deduction skills to assist and resolve customer application, navigation and technical issues
• Ability to recognize and adapt communications with the customers to a level the customer understands
• Strong communication skills both written and verbal – able to fully document all ticket documentation at the time of the call
• Bachelor degree in IT related field or equivalent work experience required
• HDI Support Center Analyst or Team Lead Certification strongly valued
• Knowledge Centered Support (KCS) Certification strongly valued
• ITIL Foundation Certification preferred
• 5+ years of technical experience as a senior contributor (such as computer systems or IT support)
• 1-3 years supervisory or leadership experience required
• Demonstrated strong leadership and delegation skills
• Excellent customer service skills and telephone etiquette. Strong problem solving skills
• Track record of setting Service Desk standards and developing guidelines, as well as helping others interpret policy
• Extensive knowledge of computer and telecommunications strategies, environments, equipment, operating systems, development tools and methodologies
• Strong oral and written communication skills
• Project Management
• Change Management
• Interpersonal skills
• Multi-tasking ability
• Time Management
• Detail oriented

IT Service Desk Level Technician Resume Examples & Samples

• Recognize major incidents timely and accurately
• Perform quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
• Bachelor's degree in Computer Science or a related discipline, or equivalent work experience
• Successful completion of College/University course in Business, Computing or Information Technology
• Knowledge of ITIL Foundation course or MCDST
• Lotus Notes 8 – Mail & Databases
• Networking concepts (e.g. WAN, LAN)
• Good knowledge of English, both verbal and written
• Knowledge of hardware and software on Mac and Windows desktop and mobile products
• Ability to troubleshoot and assist with hardware, software, and network problems
• Experience with system imaging and device management
• Strong ability to work autonomously and as part of a team
• Ability to juggle multiple tasks simultaneously
• Associates Degree in IT or related field
• 6 months Technical Support Experience - providing hardware/software support to users
• Bachelor's Degree in IT
• Certifications (Sec+, Net+, ITIL, CCNA)
• 1 year Technical Support Experience
• Manage a team of Service Desk professionals. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
• Assess, identify and develop team skills by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction
• Manage Service Desk support functions and professionals
• Lead, schedule, coordinate and oversee daily work meetings, and projects
• Resolve daily issues of complex scope that impact the team and overall business objective
• Lead efforts to determine skill requirements for hiring. Conduct interviews and hire employees
• 5 years work experience in business and/or Information Technology environment required
• 5+ years telecommunications or call center experience highly preferred
• 2-5 years of management/lead experience required in IT or related field
• Thorough knowledge of management/leadership principles
• Technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, PowerPoint required
• Knowledge of current trends and developments in the area of IAM
• Understand general telecom technology
• Service Desk: Provide 1st line desktop, network, VoIP system to Align China office and remote staff; maintaining office IT systems and back-office environment
• Responsible for monitoring and communications with 2-nd and 3-d level support in order to ensure end-to-end service deliver
• Technical Support - Responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company web applications for remote user customers and customer support department. Provides technical Service Desk support to ensure customer satisfaction
• Providing 1st desktop support to end-users in Chengdu sales offices and remote sales staff
• Providing 1st network support for the office LAN’s, as well as troubleshooting the WAN infrastructure (you will be required to work closely with distributed teams in different time zones)
• Participating as a member in various IT or cross-departmental projects
• Possesses extensive knowledge of company processes, procedures and product information/materials. Familiar with sales, manufacturing and distribution structure of company to respond effectively to customer contacts
• Expert in the use of the Customer Support phone, data systems and the corporate web site
• Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements
• Handle technical questions and issues efficiently, effectively and promptly for customers
• A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server resources, centralized updates)
• Experience with Cisco network devices (switches, routers) and Cisco VoIP system
• Experience with Active Directory and MS Windows Server
• Experience with MS office 365
• Experience with anti-virus software suite - TrendMicro
• Experience with Cisco network devices (switches, routers)
• Experience supporting a Cisco VoIP system
• Experience with firewalls & network security
• Excellent organizational skills and documentation skills
• Ability to understand customers and their requirement
• Takes ownership of problems/issues within his/her control
• Executes to goals and objectives; makes and keeps commitments
• IT-related degree or equivalent work experience
• Excellent verbal and written English language
• Demonstrable experience in an IT Analyst role, ideally within a Service Desk environment
• Team leader / people management skills
• RemedyForce
• Microsoft Office 365
• Mac OS X, IPhones and IPads
• Outlook, Email, Calendars
• Organised and able to multi task
• Strong problem solving experience
• Provides first tier technical support by directly responding to customer requests and inquiries
• Educates customers and communicates troubleshooting steps
• Prefer six months to one year of related work experience in a technical field which could include assisting end users with hardware and software related incidents in a professional business environment
• Experience with servicing customers (internal or external) preferred - in-person and/or phones
• Bachelor's or Associate's degree in an IT related field is preferred
• Call Center Experience is a plus
• Technical certification is a plus (e.g. CCNA, A+, Network+, etc.)
• Proven ability to adapt to change
• Must demonstrate flexibility

IT Service Desk Program Manager Resume Examples & Samples

• Conceptual knowledge of U.S. Navy IT Policies and Guidance
• NAVAIR or SPAWAR IT Service Management experience
• Familiarity with SECNAVINST – 5239.2

Student Assistant, / IT Service Desk Resume Examples & Samples

• Must be customer service-oriented
• Tech-savvy, willingness to learn basic technical troubleshooting, and the ability to work within IT guidelines
• Available to work at least 2-3 shifts per week, up to a maximum of 20 hours per week
• Reception/ First level of communication and support
• General information dissemination
• Enforcing policy and procedures
• General problem assessment, troubleshooting, escalating and reporting
• Limited user assistance with application/technology workflow
• Projects as assigned by management
• Ability to maintain focus and attention to detail in a fast paced environment

IT Service Desk, Department Manager Resume Examples & Samples

• Provide mentoring and leadership for the department
• Create and execute departmental business plan
• Create and manage departmental budget
• Monitor department and project related spending to insure spending aligns with business plans and budgets
• Participate in organizational strategy meetings and ensure departmental resources are aligned with the overall strategy and business plan of the Business Unit
• Ensure all employee’s receive semi‐annual reviews and necessary feedback to provide career and growth opportunities
• Responsible for recommending promotions, salary adjustments and end of year bonuses
• Ensure proper resources and staffing levels to provide the necessary services for POWER
• Oversee all hiring and firing within the department
• Approve vacation requests, timecards, and business expenses
• 5 to 7+ years of combined experience supporting global infrastructure, applications, and computer systems
• 3 to 5+ years of leadership responsibility
• Demonstrated product and service lifecycle management capabilities
• Strong product, service, and vendor knowledge
• Knowledge of SLA, KPI’s, and forecasting (demand management)
• Business case management
• Knowledge of scripting and system automation
• Experience working with onshore and offshore teams
• Experience working with insourced and outsourced IT Operations
• Demonstrated leadership and team building experience
• Superior decision making and client relationship building skills
• Excellent verbal, presentation and written communication skills
• Strong understanding of project management methodologies
• Excellent analytic, organization, and facilitation skills
• Ability to manage multiple tasks under tight deadlines
• Ability to interface with executive level management and give senior level presentations
• Self-directed, self-starter, and motivated with the ability to work with minimal supervision
• ITIL v3 Foundations and\or other relevant certifications
• Advises support staff concerning administrative procedures, escalated technical issues, and priorities
• Ensures Service Desk resources maintain compliance with service level agreements
• Manages concierge service for SVPs and above
• Manages multi-site operations 24/7 with the help of team leads
• Monitors and prepares reports on progress, work trends, and problems
• Monitors the performance of Service Desk resources, which includes ensuring assigned tasks are completed, providing feedback on day-to-day performance, and works to identify and address training needs
• Provides direction for the help desk ticketing system and processes
• Provides technical support to the organization's internal users of computer applications and hardware
• 5+ Years experience in IT Support that directly aligns to the responsibilities of this role, including 2+ years of supervisory, managerial, and/or demonstrated leadership experience(Required)
• Awareness of ITIL principles
• Experience with Incident Management

Senior IT Service Desk Specialist Resume Examples & Samples

• Provide central point of contact and support for customers of IT
• Manage support interactions through the IT Service Management System
• Troubleshoot problem areas in a timely and accurate manner, and provide end user training and assistance where required
• Maintain desktop configurations to provide performance monitoring and tuning of systems
• Assist in the selection of software and hardware products
• Establish standards for documenting projects, configurations, and standard operating procedures
• Take ownership of problems and follow through resolution communicating progress in a timely manner
• Perform briefings to Service Desk staff on changes or deployments that may affect volumes
• Arrange for external technical support where problems cannot be resolved in house
• Participate in strategic initiatives by performing technical and process project activities
• Engage with audit and follow audit guidelines as requested
• Ability to work well on deadlines and under pressure
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
• Minimum 5 years of experience in a Service Desk or Desktop support environment
• Experience in Problem Management and Ticket Analysis

Senior Manager, IT Service Desk Resume Examples & Samples

• Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality and reliable end-user support services
• Oversee incident, problem, availability, change and configuration management related to end user computing environment
• Manage and mentor IT staff supporting end user computing services
• Create and drive an ongoing environment and culture of exceptional customer experience
• Company - Ensure compliance with FDA regulations related to IT infrastructure and compliance with SOX controls by all Service Desk staff
• Develop key performance indicators and perform continuous process improvement
• Maintain exceptional communications with the organization’s leadership, customers and staff
• Oversee vendor selection processes and vendor and contract management
• Lead the design and sustainable implementation of a defined IT Service Management framework
• Develop and review budgets
• 10+ years of total IT experience required
• 5+ years of experience with outsourced service desk/managed services vendors required
• 5+ years experience in managing technical teams and Service Desk required
• 7+ years of experience with end user computing and communication technologies required
• 5+ years experience negotiating Enterprise level agreements with Microsoft, Adobe and other large software vendors required
• 2-5 years of experience within a manufacturing environment regulated by the FDA preferred
• 2-5 years of experience with computer system validation preferred
• 2-5 years of experience with the laboratory systems in a pharmaceutical environment preferred
• Excellent written and Verbal communication skill required

IT Service Desk Representative Resume Examples & Samples

• Responds to a high volume of calls and interactions with employees. Functions as tier 1 support for end-user computing service requests reported to the Information Technology (IT) Service Desk
• Performs basic troubleshooting and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
• Logs calls, problem information and actions into an incident tracking systems
• Maintains knowledge database and call tracking database to enhance quality and efficiency of incident and problem management
• Keeps abreast of innovations and changes to LCRA’s systems to ensure having the appropriate tools and training to provide quality support
• Processes requests to grant and revoke access to software applications. Maintains user ID's on LAN or enterprise applications according to appropriate security policies and procedures. Troubleshoots basic LAN and enterprise user ID and access issues by analyzing the problem, developing and implementing appropriate solutions
• Participates in annual audits related to system access reports
• Provides after hours/on-call support as assigned
• Knowledge of LCRA's corporate policies, Technology Use and Privileged Access policies
• Knowledge of Microsoft office applications
• Skill in providing customer service
• Skill in analyzing and solving problems
• Skill in performing online research
• Skill in listening to users' problems, prioritizing needs and explaining technical solutions in user-friendly terms
• Skill in interpreting technical manuals
• Skill in providing training and coaching to less experienced staff
• Skill in sharing ideas on process improvement and technical tools with peers and other technical staff
• Skill in resolving complex technical problems and using good judgment as to when to refer more complex problems to senior staff or vendors
• Intermediate skill in computer software programs such as incident management software, user account management software, email, Microsoft operating systems, and Microsoft office applications
• Ability to work efficiently and independently with minimal supervision
• Ability to build relationships and foster teamwork
• Advocates for the team and team members to upper management
• Passes on what was learned by generating self-service content, such as knowledgebase articles, training documents or videos, or other self-service training content
• Submits reports to the IT Service Desk Manager and upper management
• Organizes and conducts meetings
• Queries tickets, monitors call trends, and provides organized reports
• Manages and resolves conflicts
• Manages problems
• Ensures that each member of the team understands objectives
• Ensures that all specifications are met through thorough ticket documentation
• Explains difficult concepts to a variety of audiences and ensures that these audiences understand the concepts
• Improves defect prevention, product development efficiency, and quality
• Trains and supports the tier-1 and tier-2 agents who serve as the first-point-of-contact for customers
• Answers inbound and places outbound calls to customers and other staff (as needed)
• Supports local and remote team leads, other supervisors, and tier-1 and tier-2 agents
• Applies knowledge of and experience with routine technological concepts in systems and network troubleshooting
• Coordinates service calls on onsite leased equipment
• Manages work orders through service desk ticketing systems as needed
• Tracks team performance and ensures that team members adhere to company policies, including attendance and punctuality
• Provides performance reviews and recommends raises
• Taps into the collective IQ of the team
• Understands the skills and knowledge of team members
• Understands the team’s objectives
• Acts as a source of technical expertise to others in own area
• Instills company values and ensures that policies align with them
• Articulates roles and responsibilities
• Manages and solves problems
• Recommends program improvements or revisions to programmers and business analysts
• Develops, applies, and maintains quality standards for IT Service Desk
• Oversees department standards and mentors all employees
• Monitors team performance and efficiency
• Reports metrics, team performance, and other statuses
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer-service to internal and external customers
• Ability to work side by side with other supervisors and leaders in the organization to achieve excellence
• General IT knowledge
• Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality
• Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members

Director, Enterprise IT Service Desk Resume Examples & Samples

• Define the sourcing and supplier strategy including global outsourced vendor, plan and execute short term tactical and long term strategic goals of the service desk organization
• Lead, coach and mentor, Tier 1 and Tier 2 (including application support) and Incident Management teams
• Drive analysis to identify trends, efficiency gains, innovation, best practices as well as cost savings. Develop business case to substantiate opportunities and prioritization
• Lead/manage multiple projects and transitions, maintaining professionalism and performing well under pressure
• 10-15 years of progressive experience in IT with a large focus around service desk management
• Deep understanding of service desk support center and end user technologies
• Thought leadership in market and industry intelligence
• Strong organizational experience including people and process
• Healthcare experience a plus
• Demonstrated thought leader in service desk strategies with expertise in IT insourcing/outsourcing support
• Experience with workforce management principals and staffing models
• Prior experience providing customer service and/or clinical end user application support is a plus
• Ability to lead staff both onshore/offshore in multiple locations
• Deep understanding of the business and the ability to discuss technological terminology in business terms
• Up to 30% travel may be required

Dir IT Service Desk Resume Examples & Samples

• Direct development of standard operating procedures for successful execution of Incident identification, troubleshooting, resolution, and escalation if necessary
• Continue to grow and mature service desk services and improve customer service while balancing overall business value
• Maintain strong relationships with other IT operational areas to make sure compatible directions and goals are set
• Understand threats to and performance of IT platforms (infrastructure and applications) and proactively mitigate by working with IT leadership and vendors
• Interact frequently with senior leadership delivering messages that are tailored to the recipient and effectively communicate the right message, at the right time for action to occur
• Stay current with industry trends related to IT Service Desk Operations and focus on how these trends can influence and support company strategy
• Obtain, organize, and align global resources to complete multiple business objectives focused on the organization’s strategy
• Develop Managers by helping them set the appropriate priorities and removing barriers and obstacles
• Deliver positively to measures of success for the business unit and company by maintaining a strong focus on the bottom line and other top priorities
• Provide employees a direct line of sight as to how they affect the business, translating strategy from Executives and communicating business requirements
• Provide leadership and management to set Service Desk priorities that align with Lowes IT Operations and Business priorities and objectives
• Ensure meaningful development opportunities for individuals in the organization so that the right people are developed and prepared for succession opportunities
• Motivate teams to perform at high levels and embrace change around a shared company vision and shared IT visions
• Focus the group on the needs of the customer and sets goals that strive to exceed the customer’s expectations
• Hire, train and develop the talent necessary to achieve stated business goals
• Bachelor’s Degree in Computer Science, Information Systems, MIS, a Business Degree in a related field or 15 years of experience in IT with subject matter expertise in ITIL methods and practices
• 10+ years of IT Management experience, including 5+ years managing and developing managers
• Experience applying ITSM methodology and processes
• Demonstrated experience with organizational change management activities
• Proven experience leading successful changes across a large IT organization
• Experience planning and managing a budget
• Demonstrated experience as a program champion and leader
• Demonstrated experience managing third-party vendors and software solution providers
• Experience in both technology and business environments with a proven ability to integrate process improvements to meet business needs
• Experience in a retail environment
• Experience using the IT Infrastructure Library (ITIL) frameworks
• ITIL Certification Help Desk Institute (HDI) Certification
• Excellent communication and excellent reporting skills
• Fluent Spanish is recommended
• Knowledge of French or Italian is a plus
• Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures
• Act as first and central point of contact, documenting IT incidents and requests in an automated incident tracking system
• Coordinate incoming client calls, emails, and other client contacts in a call center environment
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals; primarily using available technology and knowledge base
• Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem tracking system
• Coordinates incoming calls, emails, and other client contacts in a call center environment
• Use documented procedures to assist clients with solving issues related to hardware, software, networks and peripherals using available technology and knowledgebase articles
• Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate 2nd or 3rd level support teams
• Creates and documents incident cases and any necessary status updates with additional client contacts
• Leverage a variety of provided support tools including knowledgebase articles, remote access, and peers, etc. to accurately assess system issues and assess business impact
• Contact clients to provide follow up on incident resolution or request completion to ensure proper and complete closure
• Share expertise with fellow team members
• Provide training to clients , and team members
• Act as a personal mentor for other team members as needed
• Complete required time reporting and other administrative duties
• Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment
• Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our clients
• Associates degree in IT or related field
• Previous service desk call center environment experience preferred but not absolutely required
• Working knowledge of commercially available software such as Microsoft Word, Excel, Internet Explorer, and computer hardware. Other preferable but not mandatory skills include Active Directory, Remedy Incident and Knowledge Management, mobile and virtual computer support
• Demonstrate solid verbal, listening, and written communication skills to document incidents with clear and concise details gathered during interactions
• Accuracy in performing detailed work
• Maintain patience and reasoning under stress
• Typing and keyboarding skills

Account Management IT Service Desk Specialist Resume Examples & Samples

• 2 years of experience as a systems administrator in Windows environments
• Experience with operating systems, organizations operating environment, and network requirements
• Experience with user account management NMCI e–mail accounts for new users and transferring existing users NMCI e–mail accounts
• Experience with issuing user passwords or password resets, data input requests for NMCI services, and NMCI trouble tickets
• Experience with the administration and management of various user domains, including Global Groups, Distribution Lists, and Public Folders
• Security + CE Certification
• Consistently delivers excellent technical customer service
• Clearly documents interactions, incidents and resolutions within Hyatt’s ticketing system
• While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution
• Customer-oriented and solution-focused worker
• Ability to maintain confidentiality with information or items as required
• Possesses flexibility and works well within a team
• Adaptable and with the intellectual ability to thrive in a demanding and changing environment
• Ability to develop effective and quality working relationships with other departments, groups, and personnel
• Ability to identify process and document improvement opportunities and works with their supervisor to take corrective action to implement change
• Possesses an international mindset
• Manage all activities related to the global IT Service Desk
• Responsible for the efficient operation of the IT Service Desk group including staffing, scheduling and training activities
• Assess Service Desk performance through various statistical and reporting technologies
• Define, develop and enhance success measures for Service Desk agents
• Ensure quality standards for all tickets and calls are met or exceeded regarding accuracy of ticket data including client demographic information, description, resolution, etc
• Develop quality standards and quality assurance measurements and auditing
• Monitor the ACD phone system to ensure agent availability, and ticketing system queues to ensure all tickets are responded to in a timely manner
• Responsible for recognizing, identifying, isolating and resolving escalated support issues
• Ensure problems are identified and escalated to appropriate IT groups, document work around procedures if necessary
• Ensure all Service Desk staff are current on all supported technologies and applications
• Partner with IT leadership to review metrics, trends and analysis
• Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
• Work with peers to develop processes to monitor trends based on service requests, incidents and queries
• Escalate issues appropriately and maintain communication with customer and support teams
• Maintain policies and procedures regarding Service Desk work flows, and ensure compliance
• A minimum of five years in a technical support role or similar position with supervisory experience
• A minimum of 3 years’ experience within a customer service environment
• Must have excellent writing and verbal communications skills
• Must have knowledge of PC hardware and desktop software, system and recovery methods and software tools, call tracking and problem tracking software use
• An understanding of service level agreements and building process and procedures for resolving problem tickets
• Strong knowledge of operations and networking architectures, concepts and terminology and help desk operation/management technique

IT Service Desk Knowledge Center Manager Resume Examples & Samples

• Lead a team providing first point of contact helpdesk for all service requests
• Ensure account management and serves as initial point of contact for internal and external customers accessing DSS mission applications
• Ensure coordination to resolve service requests with technicians located across a geographically distributed network infrastructure
• Ensure timely service request acknowledgement, problem identification, escalation, resolution and closure for all service requests. Response to service requests shall be based on prioritization level and service level agreements (e.g., VIP, Mission Impact, etc.)
• Ensure requests are serviced through all accessible communication channels and utilizes an enterprise ticket management system (Remedy) to track and monitor service requests
• Ensure accurate status of service requests for users via self-accessible portal or through direct communication
• Ensure team provide end-user account administration services (add/change/remove) and password resets
• Ensure team provides desk side support to resolve customer service requests
• Support coordinated escalation effort of service requests to third parties, such as hardware and software suppliers, other third-party contractors, and other DSS internal technical support
• Ensure proper documentation and tracking of call metrics, service request/resolutions, and analyze trends to implement measures that prevent recurring problems and improve customer satisfaction
• Provide situational awareness throughout DSS on IT-related issues impacting the enterprise
• Support continually enhance a self-service capability for users to resolve issues
• Support weekly status report on all call and service metrics
• Provide customer service satisfaction measurements (e.g., surveys)
• Provide user training and knowledge transfer as required
• Maintain call-in responsibility in the event of building closure
• Ensure team provides user account administration and creation, assistance with user registration, and respond to user account requests
• Experience: 9 Years with Bachelors in Science; 7 Years with Masters; 4 Years with PhD
• HDI-SCA certification
• Experience using Remedy BMC and Microsoft SharePoint
• ITILv3 Foundations

IT Service Desk Specialist, Second Shift Resume Examples & Samples

• Monitoring all Mission Critical and Enterprise Critical Systems that comprise SAS’ infrastructure
• Identify potential system degradation and escalate to appropriate support teams to avoid and interruption of services
• Ensure incidents are resolved or escalated in accordance with SAS’ Incident Management Standard
• Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards
• Create Root Cause Analysis problem tickets as needed
• Accurately assesses and records problems in the problem management tool
• Responds promptly to customer requests including hardware installation, decommission and deployment of equipment
• Formal training or coursework in an IT related field; Associates degree in an IT related field is preferred
• One year of experience in service management at an IT Service Desk or related field
• Valid North Carolina Driver’s License
• Strong analytical and problem solving
• Strong written, verbal, and interpersonal communication skills
• Ability to work effectively in teams and individually
• Hours are 04:00pm-midnight weekday and 08:00am-08:00pm weekend

IT Service Desk Specialist, Third Shift Resume Examples & Samples

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning
• Create and distribute Incident Summary Reports
• Maintains accurate asset management information in the CMDB
• Ability to work nights and weekends and holidays
• Hours are 12:00am-8am weekday and 08:00pm-08:00am weekend

Director Global IT Service Desk Resume Examples & Samples

• Assessing the overall global end user service desk support currently comprised of insourced internal Tier 1 and Tier 2 service desks and the outsourced regional Tier 1 service desk
• Manage and analyze existing outsourced vendor services, recommend and execute insourced vs. outsourced model supporting 55,000+ end users globally. Create a scalable model to accommodate acquisitions, new business, new applications, and various end user computing support needs
• Lead, coach and mentor, Tier 1 and Major Incident Management teams
• Provides leadership in the research, development and implementation of innovative, efficient service desk technologies in support of business needs and opportunities
• Leadership of people management to include but not limited to; recruitment of FTE's as well as contractor staff, management of staffing vendors, performance and compensation management, training and development
• Create enterprise strategic partnerships with Information Technology peers/leaders, and business partners. Collaborate with key internal stakeholders to ensure service desk support aligns with the company's overall vision, mission and goals
• Contract Negotiation -- Responsible for negotiating and documenting all key terms with suppliers for goods and services
• Developing continues improvement plans to optimize KSR cost and measure as well as grow customer satisfaction KPIs
• Innovate and communicate around the area of responsibility (i.e. prize competitions, virtual service-desk) to bring service delivery and customer satisfaction to the next level
• Demonstrated thought leader in service desk strategies with strong expertise in IT insourcing/outsourcing support
• Strong ability to translate business requirements into cost efficient (IT) solutions
• Proven experience in managing and leading large scale IT projects
• Strong budgeting and Financial Management Skills
• High level of technical proficiency and awareness (ITIL/MCP/MCSE/CNE/disaster recovery)
• Strong experience in Personnel Management, and ability to raise engagement and proactivity within an International Team
• Excellent communication skills, including the ability to develop and nurture good relationships with other parts of IT as well with business
• Educated to at least degree level in a Business-Computing related subject or comparable qualification
• 8-10 years of work experience within international IT environments, including several years in management positions. Experience required in IT Service and Project Management
• Very good in English and in local language both written and spoken

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Service Desk Analyst Resume Examples

As a service desk analyst, writing a resume is a key component of the job search process. It is important to tailor your resume to fit the job description and create an effective summary of your work experience and qualifications. This guide will provide you with tips on how to write an impressive service desk analyst resume as well as provide example resume templates to help guide you through the process. By following this guide, you can create a resume that will set you apart from other applicants and get you closer to landing your dream job.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Service Desk Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers. I have 5+ years of experience in a fast- paced working environment, offering technical and customer service assistance to end- users. My background includes all aspects of IT support, troubleshooting, and problem- solving. I am highly organized and self- motivated, and I am confident in my ability to manage all types of customer inquiries and provide timely resolutions.

Core Skills :

• Troubleshooting
• Network Security
• System Administration
• Technical Writing
• Customer Service

Professional Experience :

• Provide comprehensive technical support services to customers
• Troubleshoot and resolve hardware and software issues
• Monitor network security
• Administer operating systems
• Develop training materials and documentations
• Handled incoming customer inquiries via phone, email, chat, and in- person
• Assisted customers in troubleshooting and resolving software and hardware issues
• Investigated and identified root causes of issues and provided solutions

Education :

• Bachelor of Science in Information Technology, University of Anytown, 2009- 2012

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Service Desk Analyst Resume with No Experience

Recent college graduate looking to apply my knowledge of customer service and technical support to a role as a Service Desk Analyst. I have a strong background in problem- solving and customer care, and I look forward to becoming a valuable member of the team.

• Excellent customer service
• Highly organized
• Active Listening
• Ability to troubleshoot quickly
• Knowledgeable in basic IT principles
• Familiarity with current software and systems
• Excellent communication skills

Responsibilities

• Provide customer service for customers via telephone, email, and chat
• Troubleshoot system issues and provide technical support
• Track customer inquiries and record them in the help desk system
• Resolve customer issues or redirect requests to appropriate personnel
• Monitor customer satisfaction and take steps to ensure customer satisfaction
• Handle customer complaints and document them for further review

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Analyst Resume with 2 Years of Experience

Highly motivated Service Desk analyst with 2 years of experience in providing support services and problem resolution to customers. Possess excellent problem solving, communication and customer service skills coupled with the ability to stay organized under pressure. Possess a strong technical aptitude and the ability to quickly learn and apply new technologies.

• Windows OS support
• Software installation and troubleshooting
• Networking and hardware support
• Active Directory and Office 365
• Strong problem solving skills
• Prioritization and time management
• Technical aptitude

Responsibilities :

• Perform first level troubleshooting for hardware and software related incidents
• Diagnose and resolve technical problems in a timely manner
• Install, configure and maintain applications, software, and equipment
• Provide support for end users via phone, email and remote access
• Monitor and document service desk performance metrics
• Perform daily system checks and maintenance
• Update knowledge base and technical documentation as needed

Experience 2+ Years

Service Desk Analyst Resume with 5 Years of Experience

Experienced Service Desk Analyst with over five years of experience in providing technical assistance to customers over the phone, by email, chat and in person. Adept in troubleshooting hardware, software and network problems, as well as providing customer support and technical advice. Skilled in actively listening to customers and accurately diagnosing and solving issues through effective problem solving skills.

Core Skills

• Excellent Problem Solving Skills
• Hardware, software and Network troubleshooting
• Excellent Customer Service
• Strong Written and Verbal Communication
• Technical Support
• Provided technical support over the phone, by email, chat and in person
• Assisted customers with hardware and software issues
• Diagnosed and troubleshoot various issues
• Provided step by step instructions to customers for troubleshooting
• Assisted with installations and configurations of hardware and software
• Resolved customer complaints promptly and professionally
• Performed systems and network maintenance
• Documented all customer cases and solutions implemented

Experience 5+ Years

Level Senior

Service Desk Analyst Resume with 7 Years of Experience

Experienced Service Desk Analyst with over seven years of experience providing technical support and customer service to end users. Possesses a strong knowledge of computer hardware, software, and network operations. Skilled in troubleshooting, problem solving, resolution tracking, and customer communication. Expertise in IT Service Management (ITSM) best practices and tools. Dedicated to delivering excellent customer service and technical solutions.

• Network Troubleshooting
• Help Desk Support
• Problem Solving
• Hardware/Software Troubleshooting
• Resolution Tracking
• Network Operations
• Provided technical support to customers via phone, email, and remote access
• Identified root cause of customer issues, provided solutions, and tracked resolutions
• Installed, configured, and maintained computer hardware and software
• Monitored network operations and performance
• Diagnosed, troubleshot, and resolved computer hardware and software issues
• Performed system updates and patch management
• Utilized ITSM tools to monitor and manage customer service levels
• Reviewed customer feedback and identified areas for improvement

Experience 7+ Years

Service Desk Analyst Resume with 10 Years of Experience

A highly organized and results- oriented Service Desk Analyst with 10+ years of experience providing technical support and customer service in a fast- paced, customer- focused environment. Proven ability to quickly and efficiently troubleshoot and resolve a wide variety of technical issues, while maintaining a high level of customer satisfaction. Possess a strong knowledge of software and hardware, networking, and customer service.

• Excellent problem- solving and troubleshooting skills
• Proficient in computer network management
• Strong knowledge of software and hardware
• Excellent interpersonal and communication skills
• Capable of multitasking
• Ability to work independently with minimal supervision
• Provide technical support and customer service for incoming inquiries from customers
• Troubleshoot and resolve a wide variety of technical issues
• Monitor system performance and respond to alert notifications
• Analyze and resolve customer complaints quickly and efficiently
• Research problems and develop creative solutions
• Provide advice and guidance to customers on best practices for system performance
• Maintain detailed records of customer interactions and resolutions

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Analyst Resume with 15 Years of Experience

I am a highly- skilled Service Desk Analyst with 15 years of experience in providing technical support to end- users. I have a proven record of resolving issues using creative problem solving techniques, and have a wide knowledge base of operating systems, software applications and hardware. With strong communication and customer service skills, I am able to quickly build rapport with customers while troubleshooting and resolving their support issues.

• Operating systems: Windows XP/Vista/7/8/10 and Mac OS X
• Software Applications: Microsoft Office Suite, Adobe Suite, QuickBooks
• Hardware: Printers, scanners, routers, and other peripherals
• Networking: Knowledge of LAN/WAN design, TCP/IP
• Technical troubleshooting: Identifying, diagnosing, and resolving technical issues
• Customer service: Providing friendly and professional assistance to end- users
• Respond to, log and track customer inquiries, requests, and complaints through a centralized database
• Install, configure, test, and maintain operating systems, software applications and hardware
• Troubleshoot network and system issues, and provide technical support to end- users
• Provide remote assistance to end- users using remote desktop tools and remote control software
• Monitor system performance and troubleshoot applications, hardware, and network issues
• Manage user accounts and access rights in line with company policies
• Research and implement new technologies to meet customer support requirements

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Desk Analyst resume?

A Service Desk Analyst is an IT support professional who is responsible for the efficient functioning of network services and the smooth running of computer systems. As such, they must be highly knowledgeable in a wide range of IT systems, software, and hardware. To stand out from other applicants, a Service Desk Analyst resume should include the following:

• Education: Service Desk Analysts should have a degree in a related field, such as computer science, information technology, or a related field. List the degree, any certifications, and any relevant coursework.
• Experience: A Service Desk Analyst should have experience troubleshooting and resolving customer IT issues. List any past positions with similar duties and the skills used to solve those issues.
• Technical Skills: Service Desk Analysts should have a wide range of technical skills, including knowledge of applications, operating systems, databases, and hardware. Additionally, they should be knowledgeable in scripting, coding, and other programming languages.
• Communication Skills: Service Desk Analysts must be able to communicate clearly and effectively with customers. Include any experience with customer service or working with customer issues.
• Problem-solving Skills: Service Desk Analysts should have the ability to think critically and diagnose difficult issues. Include any years of experience in resolving customer issues and the techniques used.
• Leadership Skills: Service Desk Analysts should demonstrate leadership skills, such as the ability to manage projects and delegate tasks. List any past positions involving managerial or supervisory roles.

By including these details in a Service Desk Analyst resume, you can ensure that you make a strong impression on hiring managers and stand out from other candidates.

What is a good summary for a Service Desk Analyst resume?

A Service Desk Analyst resume should focus on the hard and soft skills required for the job, as well as any experience that is relevant. A summary should serve as an overview of the candidate’s skills, qualifications and professional experience, giving employers an idea of what the individual has to offer. The summary should highlight any customer service experience, technical knowledge and certifications that the candidate may possess. It should also include the individual’s ability to troubleshoot and ability to learn and adapt quickly to new technology. The summary should be concise, yet thorough enough to adequately summarize the candidate’s qualifications.

What is a good objective for a Service Desk Analyst resume?

A Service Desk Analyst provides customers with technical support, advice, and troubleshooting for hardware and software related problems. A Service Desk Analyst must have excellent customer service and problem-solving skills. Crafting a Service Desk Analyst resume that catches the attention of hiring managers is essential to landing the job.

Including a strong objective statement on your resume will ensure that the hiring manager knows what you offer and why you are the best candidate. When writing an objective statement for a Service Desk Analyst resume, you should focus on showcasing your skills, experience, and qualifications.

Here are some examples of objectives for a Service Desk Analyst resume:

• To leverage my 5+ years of customer service and technical support experience to provide effective and efficient solutions for customer inquiries and technical issues while delivering exceptional customer service.
• Seeking a Service Desk Analyst role to apply my expertise in customer service, technical support, and problem-solving.
• Dedicated customer service professional with 4+ years of experience in troubleshooting and resolving technical issues, seeking a Service Desk Analyst position to utilize my skills to provide quality customer service.
• Motivated individual with a proven track record of providing top-notch technical support and customer service, seeking a Service Desk Analyst role to continue providing customers with effective solutions.

How do you list Service Desk Analyst skills on a resume?

When it comes to listing out your Service Desk Analyst skills on a resume, it’s important to keep it precise and relevant to the job you’re applying for. Here are some of the key skills you should consider including on your resume:

• Strong customer service orientation: Service Desk Analysts must be able to prioritize customer service, promptly respond to customer requests, and provide accurate solutions.
• Technical troubleshooting: Service Desk Analysts should have a strong understanding of IT systems and the ability to troubleshoot technical issues quickly and efficiently.
• IT systems knowledge: Service Desk Analysts should be familiar with a variety of IT systems, including Windows, Linux, and Mac.
• Good communication skills: Service Desk Analysts must be able to communicate clearly and effectively with customers and other IT staff.
• Knowledge of help desk software: Service Desk Analysts should have an understanding of help desk software, such as Zendesk and ServiceNow.
• Ability to multitask: Service Desk Analysts must be able to handle multiple customer requests at the same time.
• Problem-solving skills: Service Desk Analysts must be able to quickly identify and solve customer issues.
• Flexibility: Service Desk Analysts should be able to work flexible hours and be able to adapt to changes quickly.

What skills should I put on my resume for Service Desk Analyst?

A Service Desk Analyst plays a critical role in managing and maintaining customer service operations. As such, it is important for a Service Desk Analyst to have a comprehensive resume that highlights their specialized skills and qualifications. When creating your resume, here are some key skills to include:

• Problem-Solving: Service Desk Analysts must possess excellent problem-solving abilities, as their job entails troubleshooting computer systems and customer service issues. They must be able to analyze customer complaints and requests in order to identify the cause of the problem and determine the best solution.
• Communication: Service Desk Analysts must have strong communication and customer service skills. They must be able to effectively communicate with customers both verbally and in written form in order to resolve customer issues.
• Technical Knowledge: Service Desk Analysts are expected to have a deep knowledge of computer systems, applications, and hardware. They must be able to diagnose and troubleshoot computer issues.
• Knowledge of Protocols and Procedures: Service Desk Analysts must understand the protocols and procedures related to customer service. They must be able to follow customer service procedures and process customer requests in an organized and efficient manner.
• Organization: Service Desk Analysts must be highly organized and be able to prioritize tasks based on urgency and importance. They must be able to keep an accurate and detailed record of customer service inquiries, requests, and complaints.
• Time Management: Service Desk Analysts must be able to manage their time and multitask efficiently in order to ensure a high level of customer service. They must be able to respond to customer service inquiries in a timely and professional manner.

By highlighting these key skills on your resume, you will be able to demonstrate your qualifications and experience as a Service Desk Analyst. With these skills, you can show prospective employers that you are the ideal candidate for the job.

Key takeaways for an Service Desk Analyst resume

The Service Desk Analyst role is a key part of any IT team. It requires strong customer service and technical skills, as well as the ability to troubleshoot quickly and accurately. When writing your Service Desk Analyst resume, there are some key takeaways to keep in mind.

• Demonstrate your technical know-how: To be a successful Service Desk Analyst, you must have a strong knowledge base of the IT systems and processes your team uses. Make sure to highlight any certifications or training you have in key technologies, and provide examples of your experience using them.
• Showcase your customer service skills: Service Desk Analysts must be able to provide exceptional customer service when troubleshooting or providing technical assistance. Make sure to list any customer service experience you have, and any awards or recognition you have received for it.
• Demonstrate problem-solving ability: As a Service Desk Analyst, you will be called upon to solve a variety of technical issues. Showcase your problem-solving skills by providing examples of issues you have successfully resolved in the past.
• Emphasize your communication skills: Service Desk Analysts must be able to communicate clearly and effectively with both technical and non-technical users. Make sure to list any relevant communication skills, such as public speaking or writing, that you may have.

By following these key takeaways, you can create a Service Desk Analyst resume that stands out from the competition and showcases your skillset.

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Service Desk Manager CV example

You’re used to being the first line of defence for technical support and now you’re ready to oversee a new team and put your technical expertise to good use.

But before you can do that, you need to get through to the interview stage and that requires a strong CV bursting with all your technical know-how.

So this time, let us be the ones to offer you support. Below, we’ve put together a service desk manager CV example and a detailed writing guide to help you with your application.

CV templates 

Service Desk Manager CV example

This example CV demonstrates how to structure and format your own Service Desk Manager CV, so that it can be easily digested by busy hiring managers, and quickly prove why you are suitable for the jobs you are applying to.

It also gives you a good idea of the type of skills, experience and qualifications that you need to be highlighting in your CV.

Service Desk Manager CV layout and format

Hiring managers and recruiters are frequently overloaded with applications, and if they can’t identify the relevant information in your CV within a few seconds, your application may be overlooked.

To avoid this, it’s essential to format and structure your CV in a manner that makes it simple to pick out the most important information, even if the reader is in a rush.

Tips for formatting your Service Desk Manager CV

• Length: While there’s no ‘official’ CV length rule, the majority of recruiters agree that less is more. Aim for two pages of A4 or less. This is just enough room to showcase your suitability to the role, without overwhelming recruiters with irrelevant or excessive content.
• Readability : By clearly formatting your section headings (bold, or a different colour font, do the trick) and breaking up big chunks of text into snappy bullet points, time-strapped recruiters will be able to skim through your CV with ease.
• Design: When it comes to CV design, it’s best to keep things simple and sleek. While elaborate designs certainly command attention, it’s not always for the right reasons! Readability is key, so whatever you choose to do, make sure you prioritise readability above everything.
• Photos: Recruiters can’t factor in appearance, gender or race into the recruitment process, so a profile photo is not usually needed. However, creative employers do like to see them, so you can choose to include one if you think it will add value to your CV .

Quick tip: Creating a professional CV style can be difficult and time-consuming when using Microsoft Word or Google Docs. To create a winning CV quickly, try our quick-and-easy CV Builder and use one of their eye-catching professional CV templates.

CV structure

As you write your CV , divide and sub-head into the following sections:

• Name and contact details – Always start with these, so employers know exactly how to get in touch with you.
• CV profile – Add a short summary of your relevant experience, skills and achievements, which highlights your suitability.
• Core skills section – A 2-3 columned list of your key skills.
• Work experience – A detailed list of any relevant work experience, whether paid or voluntary.
• Education – An overview of your academic background and any training you may have completed.
• Hobbies and interests – A brief overview of your hobbies and interests, if they’re relevant (optional).

Now you understand the basic layout of a CV, here’s what you should include in each section of yours.

Contact Details

Make it easy for recruiters to get in touch, by heading your CV with your contact details.

There’s no need for excessive details – just list the basics:

• Mobile number
• Email address – Use a professional address with no nicknames.
• Location – Just write your general location, such as ‘London’ or ‘Cardiff’ – there’s no need to put your full address.
• LinkedIn profile or portfolio URL

Service Desk Manager CV Profile

Your CV profile (or personal statement , if you’re an entry-level applicant) provides a brief overview of your skills, abilities and suitability for a position.

It’s ideal for busy recruiters and hiring managers, who don’t want to waste time reading unsuitable applications.

Think of it as your personal sales pitch. You’ve got just a few lines to sell yourself and prove you’re a great match for the job – make it count!

CV profile writing tips:

• Make it short and sharp: It might be tempting to submit a page-long CV profile, but recruiters won’t have the time to read it. To ensure every word gets read, it’s best to include high-level information only; sticking to a length of 3-5 lines.
• Tailor it: If recruiters don’t see your suitability within a few seconds, they may close your CV straight away. Your CV profile should closely match the essential requirements listed in the job ad, so make sure to review them before you write it.
• Don’t add an objective: If you want to discuss your career objectives, save them for your cover letter , rather than wasting valuable CV profile space.
• Avoid generic phrases: If there’s one thing that’ll annoy a recruiter, it’s a clichè-packed CV. Focus on showcasing your hard skills, experience and the results you’ve gained in previous roles, which will impress recruiters far more.

Example CV profile for Service Desk Manager

What to include in your service desk manager cv profile.

• Experience overview: Start with a brief summary of your relevant experience so far. How many years experience do you have? What type of companies have you worked for? What industries/sectors have you worked in? What are your specialisms?
• Targeted skills: Employers need to know what skills you can bring to their organisation, and ideally they want to see skills that match their job vacancy. So, research your target roles thoroughly and add the most important Service Desk Manager skills to your profile.
• Key qualifications: If the job postings require specific qualifications, it is essential to incorporate them in your profile to ensure visibility to hiring managers.

Quick tip: If you are finding it difficult to write an attention-grabbing CV profile, choose from hundreds of pre-written profiles across all industries, and add one to your CV with one click in our quick-and-easy CV Builder . All profiles are written by recruitment experts and easily tailored to suit your unique skillset.

Core skills section

Next, you should create a bullet pointed list of your core skills , formatted into 2-3 columns.

Here, you should focus on including the most important skills or knowledge listed in the job advertisement.

This will instantly prove that you’re an ideal candidate, even if a recruiter only has time to briefly scan your CV.

Important skills for your Service Desk Manager CV

Incident Management – Managing, investigating, and resolving incidents in a timely and effective manner.

Problem Management – Analysing and identifying the root cause of recurring incidents and initiating actions to prevent their reoccurrence.

Service Management Processes – Utilising knowledge of IT Service Management (ITSM) processes and frameworks such as ITIL, COBIT or ISO 20000.

Change Management – Effectively managing change requests while minimising impact on service quality.

Vendor Management – Managing relationships with external vendors, negotiating contracts, and ensuring SLAs are met.

Performance Reporting – Reporting on key performance indicators (KPIs) to senior management and stakeholders.

People Management – Managing, developing, and motivating a team of service desk analysts.

Technical Expertise – Maintaining strong knowledge of IT infrastructure, networking, and software applications.

Project Management – Planning and executing projects, defining objectives, creating project plans, and managing resources to deliver projects on time and within budget.

Quick tip: Our quick-and-easy CV Builder has thousands of in-demand skills for all industries and professions, that can be added to your CV in seconds – This will save you time and ensure you get noticed by recruiters.

Work experience section

Now it’s time to get stuck into your work experience, which should make up the bulk of your CV.

Begin with your current (or most recent) job, and work your way backwards.

If you’ve got too much experience to fit onto two pages, prioritise space for your most recent and relevant roles.

Structuring each job

Lengthy, unbroken chunks of text is a recruiters worst nightmare, but your work experience section can easily end up looking like that if you are not careful.

To avoid this, use my tried-and-tested 3-step structure, as illustrated below:

Firstly, give the reader some context by creating a punchy summary of the job as a whole.

You should mention what the purpose or goal of your role was, what team you were part of and who you reported to.

Key responsibilities

Next, write up a punchy list of your daily duties and responsibilities, using bullet points.

Wherever you can, point out how you put your hard skills and knowledge to use – especially skills which are applicable to your target role.

Key achievements

Lastly, add impact by highlight 1-3 key achievements  that you made within the role.

Struggling to think of an achievement? If it had a positive impact on your company, it counts.

For example, you might increased company profits, improved processes, or something simpler, such as going above and beyond to solve a customer’s problem.

Sample job description for Service Desk Manager CV

Responsible for managing the service desk operations and providing high-quality customer service to clients of Glide, a UK market-leading IT services provider with clients across the healthcare, retail, and education industries.

Key Responsibilities

• Manage the daily operations of the service desk and ensure customer service excellence
• Provide technical, 1st line support to end-users and resolve complex technical issues
• Develop and implement IT policies and procedures to ensure compliance with ITIL practices
• Collaborate with other external and internal IT teams to improve overall IT service delivery

Quick tip: Create impressive job descriptions easily in our quick-and-easy CV Builder by adding pre-written job phrases for every industry and career stage.

Education and qualifications

Next up, you should list your education and qualifications.

This can include your formal qualifications (a degree, A-Levels and GCSEs), as well as sector-specific Service Desk Manager qualifications and/or training.

While school leavers and recent grads should include a lot of detail here to make up for the lack of work experience, experienced candidates may benefit from a shorter education section, as your work experience section will be more important to recruiters.

Hobbies and interests

This section is entirely optional, so you’ll have to use your own judgement to figure out if it’s worth including.

If your hobbies and interests could make you appear more suitable for your dream job, then they are definitely worth adding.

Interests which are related to the industry, or hobbies like sports teams or volunteering, which display valuable transferable skills might be worth including.

Creating a strong Service Desk Manager CV requires a blend of punchy content, considered structure and format, and heavy tailoring.

By creating a punchy profile and core skills list, you’ll be able to hook recruiter’s attention and ensure your CV gets read.

Remember that research and relevance is the key to a good CV, so research your target roles before you start writing and pack your CV with relevant skills.

Best of luck with your next application!

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3 Help Desk CV Examples - Here's What Works In 2024

As a hiring manager, i know just how crucial a standout cv is. in this piece, you'll find helpful examples of successful help desk cvs, crafted with thoughtful detail. we're providing you with tried and tested templates, samples, and instructions to make your cv shine. ready to embark on your journey in the help desk field with confidence it's time to equip yourself with a cv that works as hard as you do..

As a buzzing hub of problem-solving, the Help Desk is a crucial part of any business. The role demands a knack for handling tech issues and a flair for clear, patient communication. That's why a strong Help Desk CV must beam with these skills. And if you're keen on playing this key behind-the-scenes role, you've arrived at the right spot. A Help Desk hero often starts as a techie, develops strong customer handling skills and acquires detailed product knowledge. They may climb to be a team leader, support manager, or consider a sideways leap into networks or security. The trend stirring up the Help Desk world in 2024 is the rise of remote support roles. With more companies choosing digital, the demand for tech-savvy remote support specialists has surged. Let's clear the air around CVs and resumes for a moment. You may have come across conflicting advice on how these documents differ. Simply put, in the Help Desk industry and many others like it, they're two sides of the same coin. Known as CV in UK, Europe and Australia, or Resume in other countries, they mean the same. And no, there's no need for a lengthy 3-4 page document. A crisp, 1-2 pages that echo the rigour of a resume is perfect. Over the stretch of this article, we will delve into writing a Help Desk CV that ticks all right boxes. We will peek inside the 2024-friendly CV templates, explore the skills you should show off and a lot more. So read on, future Help Desk star!

Help Desk CV Templates

Jump to a template:

• Help Desk Analyst
• Help Desk Technician
• IT Help Desk (Entry Level)

Jump to a resource:

• Keywords for Help Desk CVs
• Action Verbs to Use
• Related Administrative CVs
• Similar Careers to a Help Desk
• Help Desk Resume Examples

Template 1 of 3: Help Desk Analyst CV Example

As a Help Desk Analyst, your role involves solving various tech-related challenges and enhancing system performances. It's a role that demands not just excellent technical skills but also the ability to communicate solutions clearly to your team and users. Recently, more companies are seeking analysts with knowledge in cloud computing, as well as cybersecurity, due to the increased remote working trend. When writing your CV, it's crucial to represent yourself as a tech-savvy professional who's also adept at creating user-friendly solutions and is informed about current IT trends.

Tips to help you write your Help Desk Analyst CV in 2024

   demonstrate problem-solving abilities.

As you're crafting your CV, emphasize your knack for identifying and resolving IT-related issues. Showcase specific instances where you diagnosed a complex system issue and successfully delivered a solution. It illustrates your proficiency and commitment to maintaining smooth technical operations.

   Highlight proficiency with multiple operating systems

Help Desk Analysts often deal with multiple operating systems (e.g., Windows, macOS, Linux). On your CV, mention the systems you're comfortable working with and any certifications you earned related to these operating systems. It demonstrates your versatility and ability to cater to a diverse range of technical needs.

Skills you can include on your Help Desk Analyst CV

Template 2 of 3: help desk technician cv example.

In the unpredictable world of IT, a Help Desk Technician often becomes a lifeline for an organisation, troubleshooting technical issues that crop up unexpectedly. With the ongoing surge in remote work trends, it's important now more than ever to show prospective employers that you can manage and resolve IT crises from any location. When crafting your CV, appreciate the value this role carries, as you stabilize technological foundations and maintain business continuity. It's a role that demands a unique blend of technical expertise and people skills. The job revolves around tackling technical issues, yes, but communication channels are equally crucial as you'll frequently interact with end-users in resolving these issues. Therefore, in your CV, you're not just showcasing your knowledge of IT systems, but also your ability to guide non-technical personnel through them.

Tips to help you write your Help Desk Technician CV in 2024

   display technical proficiency.

As a Help Desk Technician, you'll be expected to proficiently navigate tech systems. On your CV, specifically pinpoint your competence in areas like system diagnostics, network management, and software applications. Maybe you've got hands-on experience with ticketing systems, or you've spent time in a Microsoft-heavy environment. These specific details will set you apart.

   Emphasize Soft Skills

It's not all about the tech! Demonstrate your soft skills on your CV. How well do you handle pressure? How effective are you at communicating technical information to non-technical people? Mention instances where you've provided excellent customer service, or where your superb problem-solving abilities have resolved complex issues.

Skills you can include on your Help Desk Technician CV

Template 3 of 3: it help desk (entry level) cv example.

As an entry-level IT Help Desk professional, your role is all about identifying, troubleshooting, and resolving various technical issues. The IT industry is booming and more companies are gravitating towards cloud technologies and AI solutions to manage help desks efficiently. So, when you're crafting your CV, it's crucial to show how you can adapt to these trends. Include any exposure you've had to these technologies or your ability to learn new systems quickly. Remember, hiring managers want to see how your skills and experience can help streamline their IT operations.

Tips to help you write your IT Help Desk (Entry Level) CV in 2024

   showcase your problem-solving skills.

As an IT Help Desk professional, you will need to troubleshoot and solve technical issues. So, your CV should clearly demonstrate your problem-solving skills. Include specific instances where you've used technical know-how to solve real-world challenges.

   Highlight your customer service experience

Even though this is an IT role, customer service is a significant part of the job. You will be dealing with people who might not have a technical background. Mention any experience where you have explained complex technical terms in a way that a non-technical person could understand.

Skills you can include on your IT Help Desk (Entry Level) CV

Skills for help desk resumes.

For an effective Help Desk CV, weave in key skills in your text. Review the job posting, pick up the relevant skills, and stitch them into your CV story. Cast your net of skills through the CV's skills section or thread them into your work history as bullet points. For example, "Mastered issue logging system (Skill Name) to enhance user experience." Making it past the CV screening stage is like unlocking a digital padlock. You need the correct key, or in this case, the right skills. Match your abilities with what the recruiters are fishing for, and you'll sail through the Applicant Tracking System (ATS). Remember, a Help Desk role is all about the user journey. It's a bridge between tech and people. Thus, showcase your ability to make this journey smooth, one error-free click at a time. This could be demonstrated as, "Implemented new software system, enhancing customer satisfaction by 30%."

• Help Desk Support
• Computer Repair
• Remote Desktop

Service Desk

• Operating Systems
• Active Directory
• Windows Server
• Information Technology
• Troubleshooting
• Network Administration
• Computer Hardware
• Technical Support
• System Administration
• Computer Hardware Troubleshooting
• Customer Service
• Microsoft Access
• Printer Support
• Software Installation
• Microsoft Exchange

Skills Word Cloud For Help Desk CVs

This word cloud highlights the important keywords that appear on Help Desk job descriptions and CVs. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Action verbs for help desk resumes.

What are you doing when you're at the front line of a help desk? You're solving problems. You're stepping up. You're not just answering questions, but dealing with issues head on. That's why your CV needs action verbs. They show you're ready to act, not just talk. For example, instead of saying "Handled technical problems," use a verb like "Diagnosed." It shows you don't just deal with issues, you root them out. Or take "Managed customer complaints." Swap "managed" for "Resolved." It shows you finish what you start. So, let's roll up our sleeves. Start your CV with verbs that speak louder than words. It's not just about what you do, but how you do it. Let your CV be a story of action. Remember, the help desk waits for no one. And with the right verbs, neither will your next employer.

• Troubleshot
• Streamlined
• Coordinated
• Transformed

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective CV action verbs, visit Resume Action Verbs .

Other Administrative Resumes

Desktop support.

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Help Desk CV Guide

• Administrative Coordinator CV Guide
• Administration CV Guide
• Scheduling CV Guide
• Gig Economy CV Guide
• Project Administrator CV Guide
• Facilities CV Guide
• Revenue Cycle CV Guide
• Help Desk Analyst CV Example
• Help Desk Technician CV Example
• IT Help Desk (Entry Level) CV Example
• Skills and Keywords to Add
• Related Administrative Resumes
• All Resume Examples
• Explore Alternative and Similar Careers
• Help Desk Cover Letter
• Help Desk Interview Guide

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IT Service Desk Resume Sample

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Work Experience

• Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
• Balance and manage competing high priority work demands
• Manages the day-to-day responsibilities of a team of professionals providing first level business systems support
• Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement
• Manages daily IT operations, such as back office nightly job streams, production/test server and network infrastructure, enterprise application systems and critical incident management by establishing priorities, developing standards and setting schedules and deadlines
• Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
• Develops solutions and roadmaps for monitoring the various systems that constitute the operating environment and leverages telemetry to monitor health, performance and availability of systems
• Builds relationships with all supported customers and service providers (internal and external) and acts as a liaison to identify opportunities and challenges and implement solutions
• Understands and adheres to the current escalation and critical situation management process
• Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues
• Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues
• Develops in-depth understanding of transaction message flow and the different types of exceptions that result in business impact
• Represents the Service Desk team in relevant meetings; Change and Problem Advisory Board
• Works independently to triage multiple simultaneous issues and manage all to effective resolution
• Ensures software-licensing requirements are fulfilled according to company policy
• Demonstrated history of successfully providing excellent customer service 5+ years of Service Desk, Support Center or Network Operations Center (NOC)
• Measures overall support effectiveness, quality of work and continuous improvement through metrics
• Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time
• Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Assists the Director in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Hub Group IT and its customers
• Represents the team on cross-functional projects and ensures timely completion of agreed deliverables
• Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible
• Reviews and identifies common problem areas that require focus and assign tasks accordingly
• Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
• Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software

Professional Skills

• Strong communication and incident/conflict resolution skills Strong analytical skills and sound decision-making abilities
• Strong project and resource management skills and experience managing both onshore and offshore staff
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
• Work experience appreciated Strong Windows OS and MS Office skills
• Strong organizational skills with the ability to prioritize multiple tasks with high quality results
• Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience
• Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certification and experience

How to write IT Service Desk Resume

IT Service Desk role is responsible for customer, troubleshooting, technical, interpersonal, analytical, hardware, software, organizational, training, windows. To write great resume for it service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Desk Resume

The section contact information is important in your it service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your IT Service Desk Resume

The section work experience is an essential part of your it service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous it service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Service Desk resume experience can include:

• Effective and professional verbal and written communication skills and solid presentation skills
• Excellent communication and interpersonal skills, an effective net
• Good organisational skills, an ability to multi-task and prioritise your own workload
• Strong knowledge of infrastructure components as it relates to Voice/Data networks Problem solving, judgment, mentoring, and decision-making skills
• Analyze hardware, software, and network problems using diagnostic tools, troubleshooting procedures, and excellent analytic skills
• Excellent written and verbal communication skills and a commitment to exceptional customer service and support

Education on an IT Service Desk Resume

Make sure to make education a priority on your it service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in IT Service Desk Resume

When listing skills on your it service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical it service desk skills:

• Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities
• Proven analytical and problem-solving, technical and writing skills with a professional demeanor and good business acumen
• Related experience including supervisory experience or a combination of education, training and progressive work experience
• Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team
• Strong planning and organisational skills to enable proactive management of calls
• Proven technical troubleshooting skills to work with Service Desk team and resolve issues

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

• Exceptional skills in providing exceptional customer experience. Knowledge of customer services industry and best practices
• Proven experience providing support in a Microsoft Office 365 and Active Directory environment
• Three years or more of proven leadership experience in an IT customer support capacity is required
• Excellent time management and ability to prioritize tasks efficiently
• Demonstrate sound business understanding and demonstrate ability to see "the big picture"
• Effective prioritization of roles and responsibilities

Experience For IT Service Desk Supervisor Resume

• Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems
• Skills in verbal and written communication to analyze, interpret, and address customer needs
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
• Experience working with and implementing ITIL based processes
• Experience configuring and deploying one or more help desk platforms is highly desirable
• Experience managing a diverse and decentralized team 3+ years of supervisory/managing in an IT environment

Experience For IT Service Desk Coordinator Resume

• Meets or exceeds service expectations through effective communication, listening and problem-solving techniques. Ensures I/S
• Experience supporting cloud computing
• Good working knowledge of other cloud computing services
• Experience working in multi-location environment and supporting WAN/LAN infrastructure
• Basic skill troubleshooting and resolving technical problems
• Team-oriented and skilled at working in and promoting a collaborative environment
• Experience in deploying and supporting endpoint security and asset management software
• Experience with monitoring tools such as WUG, SolarWinds, or similar tools
• Experience with ServiceNow or other ITIL-based ticketing and workflow management systems is required

Experience For IT Service Desk Engineer Resume

• Conducts training sessions for less experienced staff and special projects
• Experience in Microsoft OS (WinXP, 7, 2000 Server), Service Desk Systems, User Support Activities, Network equipment, phone equipment, printing equipment
• Strategic thinker with experience of of developing a framework to manage a multi-vendor environment
• Prioritizes internal user requests depending on the severity level
• Experience in PC Operating Systems and application productivity suites
• Strong technical background with a problem-solving attitude
• Experience in managing a global service desk team

Experience For IT Service Desk Agent Resume

• Experience in supporting Windows and Mac systems
• Experience in managing various mobile devices and mobile device management software
• Previous experience providing customer services (not necessarily support) over the telephone
• We believe that international experiences are essential to a 21st century education
• Record, prioritise, assign and manage all requests and incidents made to the IT Service Desk
• Educated to at least BTEC National Diploma level or 3 years IT Support experience
• Prioritize the attention given to cases in the queue

Experience For It-service Desk Analyst Resume

• Give experienced support for Branch/Departmental Customers and technical expertise to coworkers
• Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users
• Experience supporting a heterogeneous environment
• Good working knowledge of Active Directory, Domain, and Network Security
• Min 3 years work experience preferably on Customer Service/ Service Desk field

Experience For IT Service Desk Shift Supervisor Resume

• Leadership and organizational skill is an advantage
• Experience with vendor management is advantage
• Reset passwords for users as necessary after validating proper credentials
• Experience with servicing customers (internal or external) - in-person and/or phones
• Records and manages incident and request tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution
• Applies broad company knowledge and experience to identify and troubleshoot less common network and workstation related issues
• Mentors and coaches less technically experienced staff
• Provides input to process improvement and validation of departmental scripts
• Experience in a Windows distributed environment

Experience For IT Service Desk Change & Project Process Coordin Resume

• Participate in quality calibration and validation of queue and incident management process
• Five (5) to seven (7) years management experience in an IT service desk environment
• Demonstrated leadership abilities and be goal oriented
• Experience in desktop support in a professional environment is required
• Experience implementing ITIL standards in a Service Desk environment
• Work with other team members and small project groups to develop tools to improve Technology and Support Services efficiency and effectiveness

Experience For Technical IT Service Desk Analyst Resume

• Ensures the end-to-end customer experience and single-point-of-contact
• Post-secondary education, preferably with 1 or more years of relevant administrative experience
• Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
• Recording and tracking project issues and escalating to the necessary teams
• Creating & updating user guides and training
• Accepting customer feedbacks, collecting, investigating, follow up with vendors or internal teams

Experience For IT Service Desk, Department Manager Resume

• Ensuring office staff have the technical tools to do their job; including access to working computers, and components
• Responding to incoming calls received via telephone, intranet, e-mail, and fax from external and internal customers including field technicians
• Liaising with vendors and external consulting companies for equipment purchases, repairs and maintenance
• Maintaining the Supportworks Call Logging System
• Understanding of Microsoft Operating Systems and PC's

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

• Very good knowledge and understanding in broad based technical IT service desk role with strong general IT troubleshooting skills
• Strong leadership skillsets to include understanding business needs, building relationships, communication, prioritization, and delegation
• Demonstrated troubleshooting approach and skills
• Strong delegation and leading through others・ skills
• Effective communication and interpersonal skills, written and oral
• Strong oral and written skills both technical and non-technical

Skills For IT Service Desk Supervisor Resume

• Strong interpersonal, business management, and customer service skills
• Excellent organization, and problem solving skills
• Excellent interpersonal and communication skills with the ability to interact and build trust with all levels of the organization
• Effectively prioritize and execute tasks in a high-pressure/fast-pace environment
• Excellent patience, composure and interpersonal skills
• Good conflict management skills is an advantage

Skills For IT Service Desk Coordinator Resume

• Excellent communication (oral and written), interpersonal and presentation skills
• Good written & verbal skills
• Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents
• Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager
• Solid relationship management and performance mangemant skills
• Solid vendor management skills to work with third party data providers and technology partners
• Demonstrated strong verbal and written communication experience

Skills For IT Service Desk Engineer Resume

• Prioritizes projects and operations tasks effectively to deliver within defined SLA
• Excellent customer relations skills (with all levels of internal and external customers)
• Strong (vendor) negotiation skills
• Excellent telephone, written and communication skills
• Excellent verbal/written comprehension and positive communication skills
• Experience planning and leading staff training on customer experience improvement and technical support portfolio changes

Skills For IT Service Desk Agent Resume

• Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration
• Solid understanding and experience of Office 2010 or newer
• Prior experience with working with any Avaya telephone/voicemail systems
• Customer Service training -top shelf soft skills
• Prior experience with IT support ticketing systems

Skills For It-service Desk Analyst Resume

• PC and MAC hardware troubleshooting skills
• Use troubleshooting skills to obtain and convey concise solutions and technical guidance to our retail stores, corporate office, and distribution centers
• Experience with a demonstrated pattern of increasing responsibility
• Solid understanding of how to set short and long-term strategies and priorities
• BS/BA in an IT related field and 6+ years directly related experience, or equivalent combination of education and experience
• Trains team member to be self-directed and to effectively use their time
• Effectively works with other teams to escalate and assist in problem resolution
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
• Previous proven experience with Windows 7 and Microsoft Office Suite (Word, Excel, Outlook, etc.) is mandatory

Skills For IT Service Desk Shift Supervisor Resume

• Proven experience with problem resolution
• Demonstrate bias for action, work with a priority at all times
• Exhibit leadership skills required to manage resources as well as projects deliverables
• Great communication skills, specifically on the phone
• Desire and aptitude to learn and retain new information and skills
• Excellent time management and ability to manage multiple tasks and priorities
• Collaborate effectively with team members to identify and work toward solutions
• Maintain a contact list with skills capability matrix for all IT Support Engineers
• Self-motivated, able to manage own workload effectively

Skills For IT Service Desk Change & Project Process Coordin Resume

• Able to work with other IT teams effectively
• Demonstrated experience implementing processes/systems in an IT environment
• Demonstrated experience delivering Superior Customer Service
• Advanced knowledge of desktop support skills and mainframe operations typically acquired through Microsoft desktop certification
• Service management tool experience i.e., ServiceNow, Remedy, etc. and incident management experience required

Skills For Technical IT Service Desk Analyst Resume

• Participates in required training for both technical and interpersonal skills
• Gives Analysts latitude to make decisions based on their level and area of responsibility and level of knowledge and skills
• Skills and knowledge in organizational change management
• Demonstrable experience of managing multi skilled teams
• Continued improvement of knowledge and skills.

Skills For IT Service Desk, Department Manager Resume

• Strong ability to multi-task and prioritize urgent issues to maintain KPIs and SLA
• Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
• Ensuring the highest quality of customer service experiences are delivered and KCS processes are followed in that process
• Training or experience in Console Monitoring, Operations Analysis, Operations Production, Service Desk Analysis, and Service
• Assisting analysts, engineers, managers and project leaders in providing first-line support when workloads are high, or where additional experience is required

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

• Strong Windows OS and MS Office skills
• Experience in telephone skills within a Help Desk environment
• Communication skills and Service orientation
• Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
• Effectively restarts abends and performs system start-up and shutdown procedures

Responsibilities For IT Service Desk Supervisor Resume

• Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively
• Flow to work effectively
• Incident Management system skills (Remedy)
• Troubleshooting abilities; with the ability to apply effective resolution methodology
• Leading an “Incident Ready Team” to ensure priority service interruptions are resolved quickly, well-communicated and thoroughly documented
• ITIL mindset driven with experience in designing/implementing/managing an ITIL environment

Responsibilities For IT Service Desk Coordinator Resume

• Experience with computer imaging and software deployment techniques using best practices/automation for efficiency and consistency
• Manage the processing of incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Experience of using Supportworks call logging system
• Experience providing technical assistance and support
• Experience in working with customers or in an international environment in the field of IT is an advantage but,
• Actively build strong working relationships between the vendor and Ryder IT
• A Very Good understanding of the Conference Room, A/V tool to support remote office independently, required

Responsibilities For IT Service Desk Engineer Resume

• Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations
• Experience supporting audio/visual equipment
• Professional and effective customer communication and relationship building
• Experience leading a critical incident team
• Experience managing small-medium IT projects and/or PMP certification
• Strong ability to diagnose various OS and software related issues including BSOD, system freezes, poor system performance, and ambiguous application errors
• Experience with Service Desk Management Systems including but not limited to workflows, self-service, asset management
• Experience using Service Desk Management tools
• Strong demonstrable knowledge of performing 1st line fixes to resolve incidents

Responsibilities For IT Service Desk Agent Resume

• Previous experience working with bespoke applications
• Pro-active and self-motivating with strong customer focus
• Develop and maintain a strong working relationship with other Tier 3 managers
• 6 months of Network Connectivity and troubleshooting experience
• Strong knowledge of Windows Desktop operating systems
• Quickly assimilate, analyze, and prioritize incoming work requests
• Experience of supporting Tablet/Hybrid devices

Responsibilities For It-service Desk Analyst Resume

• Experience of supporting Apple IOS devices
• Experience providing phone support
• Advanced experience, knowledge and training in information technology department operations
• At least three (3) years’ experience with IT Service/Help Desk operations supporting a diverse customer base
• Experience managing large, diverse teams
• Experience working in a fast-paced, cross-functional and multi-team environment
• Five or more years of management experience leading a team that delivers IT support to a diverse group of customers that includes executives
• Curiosity in new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences
• Knowledge and experience with the Miscrosoft Office Suite of applications including Outlook

Responsibilities For IT Service Desk Shift Supervisor Resume

• Experience in administering an ITSM platform
• Strong problem solving ability, self motivated
• Effective incident and problem resolution
• Adhere to standard operations and policies to provide effective customer service
• Provides timely guidance and feedback to Analysts to strengthen specific knowledge and/or skill areas necessary to accomplish
• Bachelors in related field of study (Management Information Systems) or equivalent experience
• Computer operations or Service Desk experience
• Strong knowledge of desktop software tools such as Microsoft Word, Excel,

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

• At least two to six (2-6) years’ work experience in service desk and/or desktop support required
• Upervisory or leadership experience, in a Service Desk environment, is required
• Service Desk or Customer Call Center related experience
• Operates the Global IT ticket handling processes and procedures, referring calls and updating call information in ESS in line with CS procedure
• Proven ability to lead teams to consistent and desired results
• Experience as a lead or manager of a call center
• Internal help desk experience
• Entry level to 3-5 years of experience
• Good knowledge of software and hardware products

Responsibilities For Technical IT Service Desk Analyst Resume

• Previous experience in the engineer industry desirable
• Experience in Service Now is desirable
• Able to multi-task to meet department and customer priorities
• Good technical capability, not expert
• Desktop experience

Responsibilities For IT Service Desk, Department Manager Resume

• Set priorities for Service Desk and Computer Operations staff
• Possess superior technical skill with ability to troubleshoot, Root Cause, and document issues and solutions
• Strong knowledge in Desktop software such as Office, Visio, MS-Project etc
• Schedule activities and set priorities so deadlines are met, goals accomplished
• Self-directed IT professional with strong work ethics
• Experience with the Information Technology Infrastructure Library (ITIL) concepts
• IT Service Desk support experience
• Work experience appreciated
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365

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